Customer Success Team Leader

Key Highlights:

• Job Title: Customer Success Team Leader

• Location: Paris hybrid working

• Reporting to: Head of Customer Experience

• Salary: DOE

About Us
SaleCycle is redefining how brands convert engage and retain customers through AI-driven experiences across the entire customer journey.
SaleCycle combines real-time onsite personalisation and intent scoring with offsite activation across email SMS and paid channels enabling brands to identify engage convert and re-engage customers with precision.

What we do

• We provide a full-funnel Agentic Marketing Platform combining:

• Real-time behavioural analytics and intent scoring

• AI-powered search recommendations and agentic decisioning

• Onsite personalisation and A/B testing

• Cross-channel activation (email SMS paid media)

• CRM/CDP integrations and first-party data orchestration

• Retail media and monetisation capabilities

• We build not maintain

• We prioritise outcomes over activity

• We operate with low ego and high accountability

• We challenge ourselves to step outside our comfort zone

• Continuous Innovation: Collaborate innovate and celebrate!

• Premium Execution: Excellence Delivered Every Time!

• High Curiosity: Embrace your inner child - ask why and listen!

• Proactive Collaboration: United we work together and lead the way!

• Ultimate Passion: Infuse passion into every action!

Job Summary
We are seeking a motivated and capable Customer Success Team Leader to combine hands-on account management with team leadership responsibilities with a dedicated focus on our Italian client base. This role is ideal for an experienced Customer Success professional fluent in Italian ready to take the next step in leadership while remaining close to clients and commercial outcomes in one of our key growth markets.

The successful candidate will manage a portfolio of Italian customer accounts while supporting the wider Customer Success function through mentoring onboarding training operational excellence and day-to-day guidance for the team members handling the Italian book of business. They will act as the internal reference point for the Italian market- ensuring client relationships communications and processes are properly adapted to local expectations- while helping the team hit retention growth service quality and satisfaction targets for Italy specifically.
This is a highly visible role that bridges individual contribution with leadership impact positioning the successful candidate as the go-to expert on the Italian market within Customer Success.

Key Responsibilities:
Team Support & Leadership

• Provide day-to-day guidance and support to the Customer Success Managers handling the Italian client portfolio

• Act as a go-to contact for questions coaching and problem-solving support

• Support the onboarding and ramp-up of new starters joining the Italian desk helping them become effective quickly

• Deliver regular mentoring and skill development sessions including guidance on Italian business etiquette and relationship-building norms

• Share best practices success stories and continuous improvement ideas across the team

• Support managers in maintaining high performance standards and team engagement

Client Management

• Manage a portfolio of Italian customer accounts building strong relationships with key stakeholders in Italian

• Deliver proactive strategic recommendations calibrated to local market context that improve client performance and satisfaction

• Lead regular business reviews performance calls and value-driven conversations with Italian clients

• Identify risks early factoring in local commercial practices and take action to protect renewals and reduce churn

• Support upsell and cross-sell opportunities informed by a solid understanding of the competitive landscape in Italy

Operational Excellence

• Help ensure internal processes are followed consistently across the team

• Support resource planning holiday cover and account continuity where required

• Assist with onboarding delivery for new customers to ensure a smooth launch experience

• Monitor CRM hygiene account notes task management and data quality standards

• Identify workflow inefficiencies and recommend practical improvements

Performance & KPI Delivery

• Support the wider team in achieving retention renewal revenue and engagement targets

• Monitor customer health indicators and escalate concerns where needed

• Use data and reporting to identify trends opportunities and areas for improvement

• Contribute to service quality initiatives that improve customer experience

Cross-Functional Collaboration

• Work closely with Sales Product Design Marketing and Support teams to deliver strong customer outcomes

• Help coordinate training needs with internal departments

• Act as a voice of the customer sharing feedback and insights internally

Projects & Wider Contribution

• Lead or support operational projects within your tier that benefit the wider Customer Success function

• Contribute ideas that improve scalability service quality reporting or commercial outcomes

• Support change initiatives and new ways of working as the business evolves

Skills and Competencies

• Strong leadership potential with the ability to influence and motivate others

• Customer-first mindset with a passion for delivering value

• Commercial awareness and understanding of retention/growth drivers

• Excellent communication and relationship-building skills with genuine cultural fluency for the Italian market

• Strong organisational skills with the ability to prioritise effectively

• Coaching mindset with patience and a desire to help others improve

• Problem-solving ability and confidence handling challenges

• Comfortable using data reporting and CRM systems

• Adaptable and positive in a fast-paced environment

Essential Skills & Experience

• 3 years experience in Customer Success Account Management or a related client-facing role including a coordination or management component

• Proven experience managing customer relationships and delivering commercial outcomes ideally with Italian or Italian-speaking clients

• Experience mentoring coaching or informally leading others

• Strong understanding of retention strategies renewals and customer lifecycle management

• Native or fluent Italian (written and spoken)- essential

• Fluent English required for cross-team collaboration; French is a plus for close work with the Paris HQ

• Ability to manage multiple priorities while maintaining attention to detail

Perks & Benefits
We value our employees at SaleCycle so we offer great benefits and incentives in addition to a competitive salary. Please note benefits may vary by country.
We value our employees at SaleCycle so we offer great benefits perks and incentives in addition to a competitive salary.

Flexible hybrid working

The Swile card to help cover your lunch expenses.

Full coverage of the Alan health insurance plan.

A day off on your birthday.

Additional leave based on seniority.

Regular events and after-work gatherings.

Two remote work days per week.

Up to 28 days of remote work from abroad per year.

A monthly well-being and engagement budget for each employee.

For all our perks please visit our website & Equal Opportunities:

If you have a medical condition or require adjustments to our process let us know so we can support you and ensure you have the best possible interview experience.

We are an equal opportunities employer and value diversity. We do not discriminate based on race religion gender nationality sexual orientation marital status disability or age.

Interested Apply now!

Wed love to hear from you! If youre excited about this opportunity and want to be part of a fast-moving innovative team apply today.