Customer Success / Account Manager (Upselling)

Company Overview:

• A Milan-based cloud practice-management platform for dental clinics, currently in a growth stage and expanding across Italy.

Role Summary:

• Own the post-live relationship with existing dental-clinic clients.
• Drive product adoption, retention, and net revenue.
• Serve as the client's main point of contact for retention, adoption, and after-sales support.
• Drive upsell and expansion opportunities across the book of accounts, directly contributing to net revenue retention.

Responsibilities:

• Own a portfolio of existing dental-clinic client relationships end-to-end, from onboarding handover through the full customer lifecycle.
• Drive product adoption so clients get real value from AlfaDocs, reducing churn risk.
• Run regular check-ins and business reviews to understand client needs and surface expansion opportunities.
• Identify and close upsell and cross-sell opportunities, including additional modules, seats, and services.
• Own net revenue retention for assigned accounts.
• Handle after-sales questions and escalations, coordinating with product and support teams as needed to resolve issues quickly.
• Track account health, renewal risk, and expansion pipeline, and report on it internally.

Requirements:

• 5+ years of relevant B2B experience in customer success, account management, or client-facing commercial roles.
• Stable tenure at previous employers.
• Proven ability to manage a portfolio of accounts, drive retention, and identify or close upsell opportunities.
• Comfortable owning commercial conversations, including renewals, upsell, and pricing, with clients directly.
• Native or fluent Italian (mandatory).
• English proficiency is a plus.
• Strong account-management track record.

Preferred Qualifications:

• Experience in a SaaS or subscription business model.
• Experience in healthcare, dental, or medtech sectors, such as Doctolib, DocPlanner/MioDottore, Straumann, Align, or Dentsply.

Logistics:

• Location: Milan, hybrid with approximately 1 day per week in the office after onboarding.
• Employment type: Full-time, permanent contract.
• Compensation: Competitive, discussed based on experience.

Location: Remote - Duomo di Milano, Piazza del Duomo, Milan, Metropolitan City of Milan, Italy

Skills required for this job:

• Account management
• Customer success
• Upselling