Client Onboarding & Success Manager – Italy
Client Onboarding & Success Manager, Italian Market
We're intentional about how we build new markets. This is a foundational role as Breezeway enters the Italian market. You'll own the full client journey — from onboarding new customers through to long-term retention and growth. As the market scales and we add headcount, this role will naturally specialize. For now, it's a high-ownership, high-visibility opportunity to shape how Breezeway shows up for Italian operators.
WHAT YOU'LL DO
Onboarding
Collaborate with Sales and CX to ensure efficient onboarding of new Italian-market accounts, with clear handoffs and cross-functional alignment
Run training sessions that educate clients on Breezeway best practices and how to get the most out of the platform for their specific operations
Actively monitor onboarding health — tracking timelines, milestones, and early adoption signals across your book
Troubleshoot client issues to resolution or escalate to the right internal resource quickly
Build and iterate on onboarding materials, processes, and documentation in Italian as a foundation for the market
Collaborate cross-functionally with Sales and Product to translate client feedback into practical improvements
Client Success
Maintain continuous engagement with clients post-onboarding to drive adoption, build confidence, and increase platform value
Identify churn risks early and develop action plans to address them before they escalate
Develop engagement and success strategies informed by data and client feedback; identify upsell and cross-sell opportunities
Serve as the primary Italian-speaking point of contact — a trusted partner, not just a support resource
Represent the voice of the client internally, bringing feedback that enables continuous improvement in how we serve this market
Apply a solutions-oriented approach to client needs and escalate issues quickly when needed
WHO YOU ARE
Driven to understand client needs, empower them with best practices, and build genuine trust
A self-starter who thrives in fast-paced, ambiguous environments — you don't need a fully defined lane to do great work
A clear, confident communicator who can adapt your style across a property manager in the field and an executive in a QBR
Operationally minded — you think in systems, sweat the details, and enjoy building processes from scratch
A creative problem-solver with a proven track record of finding practical solutions for clients
Committed to a collaborative, inclusive team environment built on customer empathy
WHAT YOU'LL BRING
2–4 years of experience in implementation, client success, or account management — ideally in a SaaS environment
Fluency in Italian and English (written and spoken) — you're fully comfortable owning client relationships in Italian
Strong project management and prioritization skills; proven ability to juggle multiple clients and competing priorities
Experience with CRM software and web-based tools; comfortable navigating Google Suite, Zoom, and Slack
Solid Excel skills — conditional formatting, VLOOKUP, formula functions, sorting and filtering
Experience in the short-term rental or property management industry is a strong plus
Startup or early-stage company experience is a bonus