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Open position · Udine

Customer Success Manager

Someone who can see complex projects through at the customer’s site, on time and within the agreed scope, and who sees every well-delivered project as a chance to grow the relationship.

  • Udine
  • Business
  • €43,000 – €50,000
Apply now The position at a glance

About us

Techstar is an Innovative SME bringing Extended Reality (XR) and Agentic AI into technical processes: we train people in virtual and augmented reality and support them in the field with AI and Computer Vision.

Headquartered in Udine with teams in Milan and London, we work for customers such as ABB, Ford and Hitachi Energy.

The role

We are looking for a Customer Success Manager with strong delivery foundations and a genuine commercial mindset: someone who can see complex projects through at the customer’s site, on time and within the agreed scope, and who sees every well-delivered project as a chance to grow the relationship.

You will guide the customer along the whole journey: from needs analysis to delivery, through rollout, KPI measurement, renewals, upselling and cross-selling. Your goal: every customer sees a measured result within a few weeks of launch.

What you will do

Your work follows the customer in three phases, from the first conversation to renewal.

1
Before and at project start

Defining the value

  • Analysis and KPIs

    With the customer you will identify the skills to train, the critical procedures and the KPIs (e.g. time to autonomy, first-time right, mean time to repair) and how to track them.

  • Pre-sales and demos

    You will support sales in negotiations, preparing and running technical demonstrations of the platform.

2
Delivery, pilot and rollout

Proving the value fast

  • Delivery management

    You will plan and govern projects at the customer’s site (timing, scope, budget, risks), coordinating the technical and development team and keeping the customer aligned on progress and results.

  • Pilot

    You will manage the pilot phase, turning measured results into a compelling business case to confirm the rollout quickly.

  • Rollout and adoption

    You will oversee deployment at the customer’s sites and train trainers and internal contacts, so the solutions become part of the operations of every shift.

  • First-level technical support

    You will solve device and platform issues directly, escalating to the technical team when needed.

3
Active customers

Growing the value

  • Portfolio management

    You will be the point of reference for active customers, with regular Business Reviews built on usage data and market insights.

  • Renewals and expansion

    You will own renewals and spot new upselling and cross-selling opportunities, building proposals with the sales team and helping to close them. Every well-delivered project is the foundation for the next.

  • Voice of the customer

    You will bring field feedback back to product and development.

  • Building the function

    You will set up the Customer Success practice at Techstar, defining playbooks, customer health indicators and reporting in HubSpot.

How we will measure your success

Success indicators agreed with the customer within the first 30 days, on all projects

  1. 01Time from kickoff to first measured result
  2. 02Adherence to timing, scope and budget on projects in delivery
  3. 03Percentage of pilots that become rollouts
  4. 04Renewal rate and revenue growth on existing customers

What we look for

Requirements

Delivery
At least 5 years in customer-facing delivery roles on B2B digital projects, ideally in services or in industry (automation, machinery, plants, energy). You have completed projects managing plan, scope, risks and stakeholders, and you know the world of maintenance and operations.
Commercial mindset
You enjoy growing customers, you can spot an opportunity and turn it into a proposal you carry through to signature.
Pre-sales
Experience with demos, proofs of concept or pilots and with building a business case.
Hands-on approach
You configure devices, run a demo on your own, do first-line troubleshooting and product analysis.
Cross-functional credibility
You move naturally from the technician on the shop floor to the plant manager, maintenance, HR and executive leadership.
In the field
Problem solving, calm under pressure and autonomy, with the entrepreneurial approach of a growing company.
Languages and mobility
Fluent English, written and spoken; willingness to travel to customers’ plants and sites, in Italy and abroad.

Nice to have

  • Experience with XR, smart glasses, computer vision or AI.
  • Experience in technical training (corporate academies, training centers).
  • Direct experience with renewals, upselling or sales targets.
  • Use of HubSpot or other CRMs.

What we offer

  • Gross annual salary between €43,000 and €50,000, permanent contract.
  • Annual MBO bonus tied to individual and team goals.
  • A role to build: you will define the processes and tools of the Customer Success function.
  • Exposure to international industrial customers and cutting-edge XR and AI technologies.
  • Main workplace in Udine, in a flexible team distributed across Udine, Milan and London, with customers across Italy, the European Union and the UK. Remote and flexible working available.
  • Company benefit for training and ongoing product training.
  • Full company equipment (laptop and XR devices) and meal vouchers/welfare.

How to apply

Do you recognize yourself in this profile? Write to us with your CV and a couple of lines about a project you completed and are proud of. Put “Customer Success Manager” in the subject of the email.

Apply now careers@techstar.it
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