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