Team Lead Customer Success Manager - Milano - Otoqi

Descrizione

Since its inception in 2016, Otoqi has established itself as a leading start-up in the automotive logistics sector, moving away from the old fashioned truck & trailer world, to a nimble and platform based driver-on-demand model.

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Our strength lies in combining cutting-edge technology with operational excellence.
Each year, our 2.000 drivers move over vehicles across Europe in under 48h.
Our platform helps car rental companies, car dealers and car manufacturers overcome their logistical challenges. We set the industry standard for vehicle transportation in Europe, offering higher reliability and faster service through our disruptive model and continuous innovation.
With €10M raised in our Series B funding round in 2024, and a footprint in France, Italy, and Germany, we are targeting new countries for our international growth in the coming years.
Job Description
Following a €10 million fundraising, Otoqi is expanding its Customer Success team in (country) to drive growth and ensure exceptional customer experiences. The Customer Success Manager (CSM) will manage assigned client accounts, drive adoption and retention and contribute directly to customer satisfaction and business value.
Main Responsibilities

• Management & Leadership: Recruit, coach, and support the CSM team (starting with 1 member, with a plan to grow to 2 by September). Set clear objectives and track progress through 1:1s, weekly meetings, and quarterly reviews. Empower the team with autonomy and accountability, while providing development opportunities and fostering a strong customer-first mindset.
• Cross-Functional Collaboration : Work closely with Sales, Product, Logistics, BPO and Ops to ensure smooth workflows and a seamless client experience. Lead initiatives such as new product launches, CRM improvements and lifecycle process updates. Serve as a trusted bridge between clients, CSMs, and internal teams.
• Customer Performance & Strategy : Define strategies to drive onboarding, adoption, engagement, retention, and expansion. Track KPIs (NPS, CSAT, churn, health scores, upsell/cross-sell, and account reactivation) to improve customer satisfaction and lifetime value.
• Customer Culture & Continuous Improvement : Promote a feedback-driven, customer-obsessed team culture. Encourage high-quality client interactions and a collaborative team spirit. Build and maintain playbooks, guides, dashboards and reporting tools to support the team and boost performance.
• Process Optimization : Review, refine and simplify CSM workflows to make onboarding, adoption, and retention smoother. Identify bottlenecks, implement scalable solutions and align the team to shared business goals.
• Insights & Feedback Collection : Collect customer feedback, product usage insights and market intelligence. Advocate for the customer internally and help guide product roadmap and CSM strategies.

Expected outcomes

• Achieve and exceed team and customer success targets.
• Increase user adoption, engagement, and retention rates.
• Expand the client portfolio and develop strategic business relationships.
• Optimize team performance, processes, and CSM workflows.
• Enhance customer satisfaction, loyalty and lifetime value.

Your profile

• Customer Success & Leadership experience: Proven background in Customer Success, Account Management, or related roles (4+ years), with at least 2 years in team leadership or management.
• Results-oriented: Strong ability to drive customer satisfaction, retention, and growth while optimizing CSM processes and KPIs.
• Communication & Coaching: Excellent interpersonal skills to mentor and motivate the team, fostering collaboration, autonomy, and a customer-focused mindset.
• Cross-functional & Strategic mindset: Skilled at working with Sales, Operations, Logistics, and other teams; able to analyze data and adapt strategies to maximize customer value.
• Process Improvement & Problem-solving: Experienced in implementing best practices, tools, dashboards, and workflows to improve efficiency and service quality.
• Language skills: Mandatory spoken and written English and Italian proficiency (C1).

Nice To have

• Proficiency in CRM tools (e.g., HubSpot): comfortable with commercial management tools to monitor and optimize team and sales performance.
• Experience in the Automotive industry or 3PL Services.
• Experience in start-up/scale-up.

Values at Otoqi

• Innovation: We are and feel innovetors, Help revolutionize the automotive logistics sector by bringing innovative solutions to the challenges of the automotive industry.
• Customer Focus: We believe that fostering strong relationships and satisfaction of our Customers is the cornerstone of our success, built on principles of trust and transparency.
• Team spirit: Team spirit and collaboration is a cornerstone of our DNA, partecipate and promote team activities to foster this company asset.
• Determination: We are relentless and resolute, always willing to make the extra mile. We face challenges head-first, do mistakes and learn from them not giving up.

What Else We Offer

• Career development: Otoqi values initiative and autonomy, providing an environment conducive to your personal and professional growth.
• International environment: Join a company with operations in France, Italy, and Germany, with plans for further international expansion.
• Flexible work policy: Flexible/hybrid remote working policy, promoting a balance between professional excellence and private life. xkiyazw

Other Details And Perks

• Meal vouchers : Meal tickets of 8€/day
• Additional perks: Take advantage of various benefits that support your well-being at Otoqi, like mental health coaching plan, snacks and fresh fruit every day and learning budget.

Interview Process

• A phone interview with Hermine - Talent Acquisition Manager (30')
• An interview with Marco - General Manager (1h)
• Short logic test (30')
• A technical interview with Jonathan - Chief Growth Officer (1h)