Customer Success Manager – Italian Market

At Amenitiz, we're on a mission to simplify hospitality management - empowering over 15,000 independent hoteliers to run smarter, not harder. We're more than just another SaaS scale-up. We're revolutionizing one of the world's oldest industries. Backed by over $80M from top-tier VCs who support disruptive giants like Alibaba, Toast, Zendesk, Delivery Hero, Revolut, and Loom, we've been recognized as a TravelTech Titan and one of Wired's hottest start-ups. From our Barcelona HQ, we turn bold ideas into real impact, ownership into innovation, and collaboration into results that matter - every single day. About the role As a Customer Care Specialist at Amenitiz, you are the primary point of contact for our customers - independent hoteliers and property owners who rely on our platform to run their business day to day. Your role is to resolve issues efficiently, build product confidence, and ensure that every customer interaction leaves them better equipped to get value from Amenitiz. This is a role for someone who combines genuine customer empathy with structured problem-solving. You are not just answering tickets - you are helping hoteliers become self-sufficient on a product that directly improves how they operate. Your missions * Deliver high-quality support across chat, phone, and email, ensuring customers receive timely and effective assistance * Guide customers through the platform, building their product knowledge and reducing dependency on reactive support * Diagnose and resolve technical issues with a structured, efficient approach - escalating to Product and Engineering where needed * Build strong relationships with customers that contribute to satisfaction, loyalty, and long-term retention * Listen actively and adapt your communication style to each customer's profile and level of technical familiarity * Monitor customer feedback to identify recurring issues and surface opportunities to improve support processes * Collaborate cross-functionally with Product, Engineering, and Customer Success to resolve complex cases and close the feedback loop * Stay current on new features and product updates to ensure customers always receive accurate, relevant guidance About you * Fluent in a least two languages between French, Italian or Spanish * Strong written and verbal English * Minimum one year of experience in a customer-facing role - chat, phone, or email support * Strong customer orientation with the ability to tailor communication to different profiles and situations * A natural problem-solver: structured in your approach, creative when needed, and calm under pressure * Empathetic and attentive - you listen to understand, not just to respond * Organised and proactive, with the ability to manage multiple open cases without losing quality or follow-through * Comfortable working autonomously while collaborating effectively across teams Our offer * Competitive salary with performance-based incentives * Stock options - with a back-loaded vesting schedule * Comprehensive health insurance * Flexible benefits - save on meals, childcare, transportation, and training with our tailored remuneration options * On-demand salary access - no need to wait until the end of the month * Any book, purchased for you, plus access to a shared team library * An international team of 35+ nationalities based in one of Europe's leading tech hubs   Apply now to join our team and be a part of our exciting journey at Amenitiz!

Company Mission Payhawk is a leading global spend management solution for scaling businesses. Headquartered in London and combining company cards, reimbursable expenses and accounts payable into a single product; its future-facing technology enables finance teams to control and automate company spending at scale. The Payhawk customer base includes fast-growing and mature multinational companies in 32 countries including LuxAir and Wagestream. With offices in New York, London, Berlin, Munich , Barcelona, Paris, Amsterdam, Vilnius and Sofia; Payhawk is backed by renowned investors such as Lightspeed Venture Partners, Greenoaks, QED Investors, Bek Ventures and Eleven Ventures. Our values include supporting flat hierarchies, taking ownership and responsibility, seeking and providing feedback, managing constructive critique, and speaking our minds. We understand that the best ideas don’t all come from the same place, so we encourage diversity and inclusion in all areas of our work. The future of fintech is about more than money, and we believe in work-life balance, continual learning, and empowered teams. We’re also on a journey to measure and improve our environmental and social impact. From virtual cards to digital subscriptions, our software and automation help take paper out of the equation for our customers, too. We’re changing the world of payments, and we’re looking for an exceptional team to help us.    ABOUT THE ROLE At Payhawk, our Implementation Managers (IMs) play a critical role in driving customer adoption and delivering value to our clients throughout their lifecycle. As part of our Customer Success Organization, Implementation Managers are not only responsible for onboarding and technical setup but also for ensuring that customers extract maximum value from Payhawk. By combining a deep understanding of Payhawk’s platform with insights into customer processes, IMs proactively optimize accounts, enhance product adoption, and contribute to customer success. RESPONSIBILITIES Customer Onboarding and Implementation: * Lead the onboarding process for new customers by understanding their needs, configuring their Payhawk accounts, and delivering tailored training sessions. * Develop and execute customized project plans for each client, ensuring a smooth and timely implementation process in line with SLAs while managing different external and internal stakeholders. * Ensure new customers quickly realize the value of Payhawk by maximizing adoption during the initial implementation phase and aligning the setup with their business needs. Driving Customer Adoption * Use product data and insights to identify opportunities for optimizing customer setups and use cases, ensuring customers continuously derive increasing value from Payhawk. * Assist customers in scaling their Payhawk usage as their businesses grow or their needs evolve. Provide expert guidance and support when customers need to adjust their setup or adopt new functionalities. Customer Success and Retention: * Act as a trusted advisor to customers, helping them align Payhawk’s capabilities with their internal processes to achieve their desired outcomes. * Contribute to customer retention by ensuring high contract utilization, product adoption, and overall satisfaction. Continuous Improvement: * Gather customer feedback on potential product improvements and new feature requests, and share these insights with the Product teams. * Identify and propose process improvements to enhance the onboarding and adoption experience. Collaboration and Knowledge Sharing: * Partner with Account Executives to hand off qualified upsell opportunities identified during customer interactions. * Work closely with cross-functional teams to ensure alignment and deliver maximum value to customers.   REQUIREMENTS * 2+ year as Customer Success Specialist/Project Manager in a high growth SaaS environment or recent graduate with a relevant degree * Tech savvy with an ability to fully understand our software * You have Native/Near native level of French * Excellent verbal and written communication skills with demonstrated ability to explain complex concepts in a concrete and understandable way * Excellent organisation skills and detail oriented * Fast learner and capable to keep up with a fast growing environment * Ability to prioritise and multitask with clients and colleagues * Experience in the fintech industry is preferred   Company Benefits * 30 days holiday paid leave * Competitive compensation package * A week exchange policy to another Payhawk office (London, Berlin, Sofia, Amsterdam, Paris) * Multisport card fully funded by us * Regular team-wide events * 150EUR of monthly commuting allowance Payhawk is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.