Senior Customer Success Manager
Soldo
Sales & Business Development, Customer Service
Milan, Italy
Posted on Sep 16, 2025
Job Description
Soldo is the proactive spend management solution that frees progressive businesses to accomplish more.
Over 25,000 organisations across 31 countries use Soldo to end slow, messy, and inefficient spending, bringing financial agility and control over every expense. Soldo frees finance with a uniquely proactive approach to managing decentralised spending.
By combining a powerful spend management platform, a user-friendly app, and versatile payment methods, Soldo automates expense admin to eliminate inefficiency in managing business spending.
By proactively managing decentralised spend, organisations empower employees to spend when and where it's needed, keeping productivity high while avoiding month-end surprises.
Founded in 2015 by Italian digital innovator Carlo Gualandri, Soldo is headquartered in London, with offices in Dublin, Milan, and Rome.
We’re looking for people with big ambitions, cool heads, sharp minds, and warm hearts. Come and join us as we grow together.
What's in it for you
- Competitive salary
- Private healthcare coverage for you and your family
- Lunch Vouchers
- Genuine career development opportunities (we love to see you succeed) - including your own annual €500 career development budget
- Access to training and development - including a mentoring programme, workshops and the opportunity to progress onto our leadership programme
- Flexible working options including working from home or our Milan or Rome offices + 60 days’ work anywhere
- Statutory Leave entitlements plus extra days off on Christmas Eve, New Year's Eve and your Birthday
- Your own personal company Soldo card
- Employee Assistance Programme
- CAF Annual Fiscal & Financial Support
The Role
We are seeking a Senior Customer Success Manager (CSM) who will be responsible for managing a portfolio of primarily enterprise customers, ensuring they achieve maximum value from Soldo. As a CSM, you will be a strategic advisor, a trusted partner, and a proactive commercial driver-helping customers optimise their spend management processes while achieving their financial goals.
You will report to the Customer Success Team Lead, playing a pivotal role in driving customer retention, expansion, and adoption. You will own revenue targets related to customer expansion and work closely with Pre-Sales, Onboarding, and Professional Services teams to ensure a seamless customer journey.
This is an excellent opportunity for a driven CSM who thrives in a fast-paced, customer-centric SaaS environment.
Responsibilities
- Own and manage a portfolio of primarily enterprise customers, ensuring they achieve their desired outcomes with Soldo.
- Drive customer retention and expansion revenue, achieving or exceeding upsell quota targets.
- Navigate large customer organisations, engaging and developing trusted relationships with senior customer stakeholders, including CFOs, Finance Directors, and Operational Leads.
- Conduct regular customer business reviews (CBRs), providing shared insights into usage, value achieved, and opportunities for further adoption.
- Identify and execute expansion opportunities, positioning Soldo’s capabilities to meet evolving customer needs.
- Collaborate with Sales, Pre-Sales and Onboarding teams to ensure smooth customer handovers and effective adoption.
- Work closely with Product Development and Business Innovation teams to capture customer feedback, share market insights, and inform product enhancements.
- Respond to customer inquiries and resolve customer challenges ensuring a positive customer experience.
- Proactively monitor customer health, identifying any potential churn risks and executing playbooks to mitigate them.
- Accurately forecast expansion requirements from your portfolio, maintaining clean and up-to-date records in Salesforce and other tools.
- Champion customer success best practices, continuously improving your approach to customer management.
We're looking for someone who must have
- Proven experience as a Customer Success Manager in a B2B SaaS environment.
- Strong track record of achieving or exceeding expansion and retention targets, with direct ownership of customer revenue metrics.
- Experience managing a portfolio of enterprise customers.
- Consultative approach to identifying pain points in the customer’s processes and positioning adoption and expansion opportunities.
- Skilled at articulating complex value propositions, translating product capabilities into measurable customer outcomes.
- Proficient at navigating complex customer organisations, identifying champions, and driving pervasiveness of the Soldo platform.
- Excellent relationship-building skills, with confidence engaging senior stakeholders (e.g., CFOs, Finance Directors).
- Strong presentation and communication skills—able to lead strategic customer reviews and deliver compelling value propositions.
- Experience with structured success methodologies (e.g., CBRs, Success Plans) and sales methodologies (e.g., Challenger Sale, MEDDPICC).
- Comfortable collaborating with cross-functional teams, including Pre-Sales, Onboarding, Professional Services, Product Development, and Marketing.
- Proficient in using CRM tools (e.g., Salesforce) to manage accounts, track opportunities, and maintain forecast accuracy.
- Positive, proactive, and customer-obsessed, with a strong sense of ownership and accountability.
