The Opportunity

QuoIntelligence's Italian customer base is growing. Contracts with enterprise and government buyers across Financial Services, Defense, and Critical National Infrastructure are landing faster than the current CS team can cover them. We need a Customer Success Manager who speaks Italian natively and can own the customer relationship from onboarding through renewal.

You'll be the person our customers in Italy / Spain / other parts of EU call when they need help getting value from Mercury (our intelligence platform) and Agent Karla (our AI-powered analyst). That means running Proof-of-Value engagements, training security teams on how to use threat intelligence in their daily workflows, and making sure customers actually adopt what they bought. You won't be reading from a script or routing tickets. You'll learn what each customer's security operation looks like and figure out how QI's intelligence fits into it.

This is a ~40-person company. You'll work with direct autonomy, close to the product team and the analysts who produce the intelligence. If a customer needs something, you're two Slack messages from the person who can build it. That proximity is the job's biggest advantage and its biggest challenge: there's no playbook to follow, so you'll help write it.

What You'll Do

Own the customer lifecycle. From onboarding through renewal, you are the primary relationship for your Italian-speaking and Spanish-speaking customers. You'll run kickoff calls, configure intelligence requirements with the customer, and check that the product delivers what was promised during the sales cycle. Your counterparts on the customer side include security engineers, CISOs, and risk and compliance officer. You need to hold your own in those conversations.

Run Proof-of-Value (POV) engagements. Guide prospective customers through structured evaluation periods. Set success criteria upfront, track adoption metrics, and present results to the customer's buying committee. A strong POV is where deals close, not in the contract negotiation.

Drive product adoption and expansion. Monitor how customers use Mercury and Karla. Spot underutilization early (a customer who logs in twice a month has a renewal problem). Build adoption playbooks, run training sessions, and connect customers with intelligence analysts when they need deeper support. Understand how Mercury fits into the customer's existing security stack (SIEM, SOAR, TIP) so you can guide integration and unblock adoption.

Contribute to the CS playbook. The Customer Success motion at QI is early-stage. You'll help shape repeatable processes: health scoring, QBR templates, onboarding checklists, and renewal playbooks. If you've seen what good CS looks like at a previous company, bring those ideas.

Be the customer's voice internally. Surface product gaps, feature requests, and integration needs to the Product and Intelligence Operations teams. You'll join product feedback loops and help prioritize what gets built based on what customers actually need.

Support cross-sell and upsell conversations. You're not carrying a new-business quota, but you are closest to the customer's evolving needs. When a DRP customer starts asking about geopolitical risk coverage, you connect that conversation to revenue. Commission reflects this.

AI-First in Customer Success

AI is an operating principle at QuoIntelligence. Our products run on AI, and we expect the CS workflow to reflect that.

AI as your operating system. You'll use AI tools daily to prepare for customer calls, generate presentation decks, draft QBR narratives, and automate repetitive CS tasks. The expectation: you explore how AI can eliminate manual work across your entire workflow, not use it for one-off tasks.

Build and extend the CS stack. Karla (our internal AI tool) already answers customer queries. You'll push that further: integrating Karla with HubSpot CS Suite, connecting data flows between platforms, automating customer health signals, and identifying where AI can replace manual processes in the CS motion.

Know what you're selling. Mercury and Agent Karla are AI-driven intelligence products. You need to explain what Predictive Threat Intelligence means in practice, why our AI architecture is different from a generic chatbot, and how a customer's security team benefits from it. Product fluency is a CS skill here, not just a sales skill.

Responsible positioning. We serve regulated industries (NIS2, DORA, ISO 27001). When a customer asks what Karla can do, your answer is accurate. You don't overstate capabilities. Credibility with Italian government and enterprise buyers is the product's competitive advantage. You protect it.

What You'll Bring

Must-haves:

• Customer Success or Account Management experience in B2B SaaS, ideally serving enterprise or mid-market accounts. You've managed a book of business, run QBRs, and know what a renewal risk looks like before the customer tells you.

• Italian native speaker with fluent English. You present to customers in Italian and report to the team in English.

• Ability to engage technical practitioners on product functionality. You don't need a cybersecurity background, but you need the curiosity and capacity to learn how threat intelligence, digital risk protection, and compliance frameworks (NIS2, DORA) work well enough to have credible conversations with CISOs and security engineers. If you've previously sold to or supported technical buyers (CTOs, security architects, developers), that's the profile.

• Self-direction in a remote, early-stage environment. We are ~40 people and growing, and management is lean. You'll have support, but you won't have someone mapping your week for you. If you've thrived in a startup or scaleup before, you know what this means.

• AI fluency beyond basic usage. You actively use AI tools in your work and can point to specific examples of how AI has changed your workflow. "I've tried ChatGPT a couple of times" is not really what we expect.

Nice-to-haves:

• Very strong Spanish language skills

• Cybersecurity, GRC, or threat intelligence domain knowledge

• Experience with HubSpot Service Hub or similar CS platforms

• Prior experience at a company with fewer than 100 people

What We Offer

• Ownership of a growing customer base. Italian customers are expanding, and QI is a highly recognized brand in the Italian cybersecurity market. You're not inheriting a stagnant portfolio; you're joining at the inflection point where the CS function is being built.

• Direct product influence. At ~40 people, your customer feedback reaches the product team directly. Features you advocate for get built. That feedback loop doesn't exist at companies with 500-person CS orgs.

• A product worth supporting. Finished intelligence (analyst-curated, not raw data feeds), backed by a €1.4M ENISA contract and the "Cybersecurity Made in Europe" label. Customers are European enterprises and government agencies that care about data sovereignty.

• Remote-first, European footprint. Based in Italy or Spain. A culture built on Trust, Curiosity, Lean Strength, Impact, and Playful Teamwork.

• Base salary plus ~20% commission reflecting customer retention and expansion outcomes.

• A fast but detailed recruitment process:

We welcome applications regardless of gender, nationality, ethnic origin, religion, disability, age, or sexual identity. Diversity is key to producing high-quality intelligence.