AI Customer Success Manager - Milan

If you are here, it is because you know that we are looking for an AI Customer Success Manager.

Since 2016, indigo.ai has been using AI to improve the customer experience for companies. All the best stories start with great conversations: the best relationships, whether personal or professional, are precisely those in which we can communicate, listen to each other, and understand each other. However, if we think about the relationship between consumers and companies, this kind of relationship is often still a mirage. It is from this insight that we have chosen to help companies bring the magic back to the communication between companies and users 🪄✨ Through our artificial intelligence platform, we have automated millions of conversations through AI Agents, improving the business metrics of all our clients in any industry.

Our goal is to extend this technology on a global scale. To achieve this, we need a dedicated AI Customer Success Manager to champion our clients' success, guiding them through implementation and ensuring they derive maximum value from our cutting-edge AI solutions over the long term.

What are we looking for?

We are seeking a proactive, empathetic, and results-oriented AI Customer Success Manager to join our growing team. This role is pivotal in building strong, lasting relationships with our clients, ensuring they achieve their business goals using the indigo.ai platform. You'll be the primary advocate for our customers, expertly managing their journey from onboarding through to continuous value realization and growth.

This position is perfect for someone who thrives on building meaningful connections, enjoys orchestrating projects in a dynamic tech environment, understands the power of data-driven insights, and is genuinely excited about the potential of Generative AI to transform customer interactions. If you love helping clients succeed with innovative technology and have a knack for project coordination, we want to hear from you!

Key Responsibilities:

• Project Management & Onboarding: Lead and coordinate the implementation process for new clients, managing timelines, resources, and communication to ensure a smooth and effective launch of their AI Agents.
• Client Relationship Management: Build and maintain strong, trust-based relationships with a portfolio of assigned clients, acting as their main point of contact and trusted advisor for all things indigo.ai.
• Internal Collaboration: Work closely with AI Implementation Managers (who handle platform configuration), AI Engineers, and Technical Support teams to ensure client needs are met, projects stay on track, and technical issues are resolved efficiently.
• Value Realization & Optimization: Proactively monitor customer health, agents usage, and performance metrics. Analyze data to identify opportunities for optimization and guide clients on best practices to maximize the value they get from their AI solutions.
• Retention & Growth: Focus on ensuring high levels of customer satisfaction and retention. Identify opportunities for upselling or cross-selling based on client needs and successes.
• Advocacy & Feedback: Act as the voice of the customer internally, providing valuable feedback to the Product team to help shape the future of the indigo.ai platform.

You will need:

• Professional Experience: 2-3 years of experience in a Customer Success, Account Management, or Project Management role, ideally within a SaaS or technology product company.
• Relationship & Communication Skills: Exceptional interpersonal and communication skills (both written and verbal) with a proven ability to build rapport, influence stakeholders, and manage client expectations effectively.
• Project Management Skills: Strong organizational and project management capabilities, with experience coordinating tasks, timelines, and resources across different teams.
• Analytical Mindset: Comfortable working with data to understand customer usage, track performance, identify trends, and make data-informed recommendations.
• Tech Curiosity & AI Enthusiasm: A genuine interest in Artificial Intelligence, particularly Generative AI, and a strong desire to understand how it can solve real-world business challenges for clients.
• Problem-Solving Skills: Ability to understand client challenges, think critically, and collaborate with internal teams to find effective solutions.
• Language Skills: Proficiency in Italian and English (minimum C1 level) is required.
  • Proficiency in an additional language, ideally Spanish or French, is a plus.

We will really like (but they are not required):

• Direct experience working with AI, chatbot, or automation platforms.
• Experience managing projects involving technical implementation phases.
• Familiarity with Customer Relationship Management (CRM) software (e.g., HubSpot, Salesforce, Planhat).

What do we offer?

• A young, dynamic work environment with a strong focus on employee well-being and satisfaction.
• A competitive salary commensurate with experience.
• A flexible, remote-friendly work environment.
• Access to a dedicated education budget for continued learning and growth.
• Career Development Plan, ensuring a clear path for both personal and professional growth.
• High-quality equipment provided, including a MacBook Air and an iPhone.
• Unlimited coffee
• Company retreats in stunning locations throughout the year.

Where is the work?

This position follows a hybrid work model, combining days working from home with days spent in the office. Our Milan office is located at SPACES, Piazza Gae Aulenti 1/Torre B, where we regularly meet to collaborate and work together in person. We also love getting together and organize various retreats and meetups throughout the year to stay connected also with our fully remote teammates.

Why join us?

• Help build an AI native product and empowers companies with little technical expertise to create advanced AI solutions

• Work at the cutting edge of AI, collaborating with some of the brightest minds in the industry
• Enjoy flexible hybrid work, team retreats in beautiful locations, and a supportive environment that values your voice and ideas.