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Understory career site
Sales · Copenhagen Office

Customer Success Manager – Italian Market (Copenhagen-based)

Who is Understory?

Understory is a vertical-focused software platform built for experience businesses – from kayaking tours to cooking classes. Our operating system helps creators manage operations, grow bookings, accept payments, and run their business with clarity and less stress.

We move fast, iterate quickly, and expect everyone to bring proactive solutions every day. You’ll learn faster here than almost anywhere else because the challenges are real and the pace is high. This isn’t about clocking in and out – the right candidate will get a lot of trust and flexibility, and it’s all about building something that matters to creators around the world.

We recently raised a €12M Series-A and are scaling fast. With customers in 10+ countries and a growing presence in the US, our focus is global, our ambition is high, and our team is fully committed to being the go-to platform for experience creators worldwide.

About the Role

As our Customer Success Manager for Italy, you’ll own the long-term success, retention, and growth of our Italian customers. Taking over after onboarding, you will drive product adoption, ensure customers realize value, and identify expansion opportunities over time.

As the first CSM focused on the Italian market, you’ll shape how Understory partners with customers in Italy, contribute to building Customer Success playbooks and processes, and help scale the team as we expand into new markets.

What You'll Do

  • Own a portfolio of Italian customers post-onboarding, driving long-term success, retention, and expansion

  • Build trusted relationships with customers and act as their main point of contact at Understory

  • Drive product adoption and value realization by understanding customer goals and advising on best practices

  • Identify growth and expansion opportunities in collaboration with Onboarding Specialists, Sales, and Product

  • Track customer health, engagement, and revenue in HubSpot

  • Gather structured customer feedback and insights to inform product, strategy, and go-to-market decisions

  • Contribute to building Customer Success playbooks, processes, and success metrics as the Italian market scales

What We’re Looking For

  • Fluency in Italian + English (spoken and written)

  • Passion for experiences and helping creators succeed

  • Experience owning long-term customer relationships with multiple stakeholders

  • Strong execution and prioritization skills, able to manage a portfolio of customers effectively

  • Comfortable working in a fast-paced, early-stage environment with evolving processes and priorities

  • Strong bias towards action and ownership; you take initiative and move things forward

  • Ability to work from our Copenhagen office at least 4 days per week

Nice to have:

  • Proven experience in Customer Success, Account Management, or similar customer-facing roles (SaaS or experience economy preferred)

  • Experience owning renewals, expansion, or revenue-related outcomes

  • Understanding of or network within the Italian tourism or experience market

  • Experience with experience-booking, hospitality, travel, or marketplace platforms

  • Familiarity with CRM tools (e.g., HubSpot)

  • Experience working across European or multilingual markets

Why You’ll Thrive at Understory

  • Join a small, ambitious team where you’ll have real ownership and help shape the Italian market from the ground up

  • Work in a collaborative environment with autonomy, trust, and flexibility

  • Learn fast and grow fast - the challenges are real, and the pace is high

  • Significant room for career development in a rapidly scaling company

  • Be part of a mission-driven company transforming the experience economy worldwide

Start Date & Application

We review applications on a rolling basis and will hire as soon as we find the right person.

Preferred start date: April 1st (flexible).

If you have any questions about the position or the process, feel free to reach out to Cecilie Gyldenvang at cecilie@understory.io

We consider candidates with diverse backgrounds and career paths, including students or individuals in a gap year, if they have the required experience and are motivated to take ownership and grow with the role.

Department
Sales
Locations
Copenhagen Office
Sales · Copenhagen Office

Customer Success Manager – Italian Market (Copenhagen-based)

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