We are looking for an experienced Customer Success Manager to join Cleafy’s Customer Operations team, supporting financial institutions in our historical and core market.
In this role, you will own a strategic portfolio of Italian customers end-to-end to drive product adoption and value realization.
You will act as a strategic advisor to your customers, combining strong technical mastery of our product with the ability to translate product usage into clear business impact.
While you will work closely with Sales on renewals and expansion, this is not a proxy role: you will be hands-on with the Cleafy platform, close to customer data, and accountable for driving outcomes.
Success in this Role Means
- Customers trust you as their strategic partner for fraud prevention, not a support contact, clearly understanding the value Cleafy delivers and why it matters to their bank.
- Your portfolio is under control: each account has a clear strategy, the right priorities, and a strong value narrative that supports renewals & expansion.
- Internally, you are the reference for the Italian market, bringing clarity on customer health, risks, and next steps to Sales, Product, and Customer Operations.
This role is open both to strong mid-level profiles ready to take the next step and experienced CSMs who want to work with high-stakes, enterprise customers in the cyber-fraud field.
Responsibilities
1. Customer Ownership & Account Strategy
- Own a portfolio of strategic Italian enterprise customers end-to-end, acting as the primary point of contact
- Define and execute a clear account strategy per customer, with explicit priorities and trade-offs, prioritizing based on impact and risk, not client-driven urgency
- Challenge customers when usage, expectations, or requests are misaligned with long-term value
2. Value Realization & Continuous Enablement
- Master Cleafy’s platform, fraud signals, and value positioning to speak with technical and business credibility
- Work hands-on in customer environments to analyze usage, identify patterns, and recommend better ways to create value
- Drive continuous enablement and ongoing onboarding so customers progress from “adopting the platform” to “getting results”
3. Renewal & Expansion Readiness (co-owned with Sales)
- Ensure customers clearly understand the value they get from Cleafy well before renewal, with no last-minute surprises
- Identify risks early and address them proactively to protect long-term value over short-term appeasement
- Lead Customer Business Reviews, with clear narratives and insights that make ROI explicit for Sales to close renewals & expansion
Requirements
Must-have
- 3+ years of experience in a customer-facing role (Customer Success, TAM, Solution Consulting) preferably with enterprise customers
- Background in cybersecurity, fraud prevention, digital banking, FinTech, or complex technical domains
- Ownership mindset and ability to manage customer relationships end-to-end without close supervision, comfort operating with autonomy in ambiguous environments
- Hands-on and data-driven mindset with strong technical curiosity to master a complex product and its value positioning
- Strong communication skills, both with operational teams & senior stakeholders (CISO, Head of Fraud Prevention)
- Fluency in Italian & English
- Preferably based in Milan (HQ - hybrid), with occasional trips to visit clients
Nice-to-have
- Experience working with financial institutions or regulated environments
- Exposure to SaaS scale-ups or fast-growing environments
- Experience leading structured executive-level conversations such as Business Reviews
- Exposure to renewal or expansion motions in partnership with Sales
- Additional languages among French, Spanish, German and Portuguese
Hiring Process
- Intro Screen (HR)
- Strategic Interview (Head of Customer Success, your future manager)
- CSM Role Deep Dive (Director of Customer Operations & CSM)
- Cross-Functional Fit Interview (Product Enablement Specialist & Head of Professional Services)
Benefits
- Location-specific benefits, designed around the needs of your local area
- Work-life balance enhancement policies
- Personalized career development and dedicated support to fast-track your professional growth
- Cutting-edge technologies and a truly international environment
Working at Cleafy means being part of a group of people who support, respect, and inspire one another, no matter what.
That's why we have been certified by Great Place to Work® (find our page on bit.ly/BestWorkplace-Cleafy).
Join us in redefining customer success, one inspiring story at a time.
Your adventure begins here.
Are you ready to embrace the challenge?
Cleafy is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any kind. Our company is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Cleafy are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, age, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.
