Client Onboarding & Success Manager - Italy

Client Onboarding & Success Manager – Italy

Madrid, Spain

Breezeway's award-winning property operations and experience platform helps coordinate, communicate, and verify detailed work at properties. Powering over 55M property care tasks, Breezeway helps thousands of short-term rental managers and hospitality operators increase operational efficiency and boost service revenue while eliminating manual work and elevating the experience at each property.

Client Onboarding & Success Manager, Italian Market

We're intentional about how we build new markets. This is a foundational role as Breezeway enters the Italian market. You'll own the full client journey — from onboarding new customers through to long-term retention and growth. As the market scales and we add headcount, this role will naturally specialize. For now, it's a high-ownership, high-visibility opportunity to shape how Breezeway shows up for Italian operators.

What You'll Do

Onboarding

• Collaborate with Sales and CX to ensure efficient onboarding of new Italian-market accounts, with clear handoffs and cross-functional alignment
• Run training sessions that educate clients on Breezeway best practices and how to get the most out of the platform for their specific operations
• Actively monitor onboarding health — tracking timelines, milestones, and early adoption signals across your book
• Troubleshoot client issues to resolution or escalate to the right internal resource quickly
• Build and iterate on onboarding materials, processes, and documentation in Italian as a foundation for the market
• Collaborate cross-functionally with Sales and Product to translate client feedback into practical improvements

Client Success

• Maintain continuous engagement with clients post-onboarding to drive adoption, build confidence, and increase platform value
• Identify churn risks early and develop action plans to address them before they escalate
• Develop engagement and success strategies informed by data and client feedback; identify upsell and cross-sell opportunities
• Serve as the primary Italian-speaking point of contact — a trusted partner, not just a support resource
• Represent the voice of the client internally, bringing feedback that enables continuous improvement in how we serve this market
• Apply a solutions-oriented approach to client needs and escalate issues quickly when needed

Who You Are

• Driven to understand client needs, empower them with best practices, and build genuine trust
• A self-starter who thrives in fast-paced, ambiguous environments — you don't need a fully defined lane to do great work
• A clear, confident communicator who can adapt your style across a property manager in the field and an executive in a QBR
• Operationally minded — you think in systems, sweat the details, and enjoy building processes from scratch
• A creative problem-solver with a proven track record of finding practical solutions for clients
• Committed to a collaborative, inclusive team environment built on customer empathy

What You'll Bring

• 2–4 years of experience in implementation, client success, or account management — ideally in a SaaS environment
• Fluency in Italian and English (written and spoken) — you're fully comfortable owning client relationships in Italian
• Strong project management and prioritization skills; proven ability to juggle multiple clients and competing priorities
• Experience with CRM software and web-based tools; comfortable navigating Google Suite, Zoom, and Slack
• Solid Excel skills — conditional formatting, VLOOKUP, formula functions, sorting and filtering
• Experience in the short-term rental or property management industry is a strong plus
• Startup or early-stage company experience is a bonus

Breezeway is an equal opportunity employer and prohibits discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status. We embrace diversity and are committed to creating an inclusive workplace. We believe that respect fosters open-mindedness and curiosity, enabling us to gain valuable perspectives from our teammates, the market, and our clients. All qualified applicants will receive consideration for employment without regard to these factors. If you need accommodation during the application process, please let us know.

We're a remote-first company with team members across the U.S. and globe, but we currently hire only in the following states and countries.

Countries: US and Spain United States: Arizona, Arkansas, California, Connecticut, Florida, Georgia, Idaho, Illinois, Maine, Massachusetts, Michigan, Missouri, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, and Wisconsin.