Customer Success Specialist; Italian Speaking

Position: Customer Success Specialist (Italian Speaking)
At  Alfa Docs , we’re on a mission to transform healthcare. Our software platform makes the daily lives of medical practices and patients easier by streamlining practice management and patient relationships. With our all-in-one, cloud-based solution, healthcare professionals can focus more on care and less on administration.

We take pride in our responsibility to deliver high-performance solutions while fostering a collaborative and respectful environment where everyone’s contributions are valued. We’re driven by a shared passion to make a lasting impact on the healthcare industry, creating a space where both our team and our customers thrive.

As a  Customer Success Specialist , your primary goal is to maximize the value each customer derives from the Alfa Docs platform, while contributing directly to MRR growth through upselling and contract renewal support.
This role sits at the intersection between Onboarding and Upselling, acting as a critical touchpoint for customers in the engagement and reactivation phase. You will work with both active and dormant accounts, proactively increasing product adoption, customer satisfaction, and platform usage.

Your Role

Manage a portfolio of  existing customers , with the goal of  strengthening retention and maximizing usage  of the Alfa Docs platform.

Re-engage inactive clients  ("sleepers") and boost adoption among customers who have purchased but never activated or fully used the product.

Lead  outbound reactivation campaigns , identifying pain points and proposing targeted solutions to improve engagement.

Monitor and manage a segment of  low-engagement accounts , which represent ~15% of the CS team’s portfolio.

Support customers with  best practices , personalized recommendations, and feature guidance tailored to their business needs.

Collaborate with the  Onboarding team  to ensure seamless handoff of newly activated accounts.

Identify  upselling and cross-selling opportunities  and work closely with the Upselling Specialist to close them.

Track customer health and engagement using internal dashboards and  usage analytics .

Act as a trusted advisor and voice of the customer in cross-functional conversations with Product, Sales, and Support teams.

1-3 years of experience  in a customer-facing role, ideally in SaaS, account management, or customer success.

Strong customer empathy and  problem-solving mindset , with a proactive, consultative approach.

Excellent  communication skills , both verbal and written.

Comfort with  outbound calling , user engagement, and light upselling/cross-selling.

Strong technical aptitude – able to quickly learn and explain software features.

Familiarity with  CRM systems  and customer engagement tools.

Native Italian speaker; good working proficiency in English (B2+).

Previous experience in  healthtech  or SaaS is a plus.

Administrative Info:

Contract :
Every Alfa begins their journey with a 1-year fixed-term contract with the aim of renewing to an indefinite term.

Salary range : 28-31.000€ + bonus

Location :
Milan, Italy (Via Eritrea n. 21 20157 (Palazzo Tecniche Nuove))

Office Model :
Hybrid Mode 3 days in the office, 2 days remote

Working hours :
Monday - Friday | 09:00 - 18:00 | 1-hour lunch break

Trial Period : 30 days

Start Date :
Starting October 2025

Equipment: laptop, headphones, keyboard, mouse, smartphone with unlimited data, and a dedicated office monitor.

Bonus for paid English or German language courses.

Training courses, books, workshops, and team-building activities for personal and professional growth.

Partnership with Serenis (an online psychotherapy platform) - three sessions offered if needed.

Regular company reunions (yearly meetups, Christmas dinner)

Snacks and fruit always available in the office, along with good beer at the end of the week.

Selection Process :

Call with Talent Acquisition (30 min)

Interview with Team Leader (45 min)

Interview with the Head of CS (60 min)

Job Offer

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