Customer Success Specialist

About us

At Agile Telecom, we’re on a mission to deliver reliable, high-quality communications between businesses and their customers, every time.

Founded in 2002 and part of Growens Group since 2015, Agile Telecom is a global carrier specialized in Application-to-Person (A2P) messaging, with a strong reputation for technological reliability, scalability, and 24/7 operability. We operate as a licensed telecom operator and provide interconnection services to major Mobile Network Operators, aggregators, and digital service providers worldwide.

Qlara is our SaaS platform built for SMEs – an easy, all-in-one tool that helps businesses engage their customers across multiple channels (SMS, email and beyond) from a single interface, cutting complexity and cost.

Location: Milan or fully remote

Salary Range: €45.000 - 50.000

Your impact

As a Customer Success Specialist for Qlara, you’ll play a pivotal role in the growth of the platform. Your primary mission is to turn leads into active subscribers and help customers get the most value from Qlara over time.

You’ll join our Sales & Customer Success team, working side by side with a Customer Success Specialist already in the team. You’ll be a hybrid figure sitting between sales and support: you’ll guide prospects from the first demo to signup, onboard them onto the platform, and then stay close to them to grow usage and subscription value.

You’ll also be the voice of the customer inside the company, gathering structured feedback and testing the platform to help us continuously improve it together with the Product team.

Some examples of your responsibilities

• Qualify inbound leads for Qlara, understand their use case and run tailored demos that show the platform’s value for their specific business.
• Convert leads into subscribers by supporting the prospect across the full decision-making process and closing the deal.
• Guide new customers through a smooth and effective onboarding, helping them set up their first multichannel use cases (SMS, email, …) and get started the right way.
• Deliver proactive customer care through regular check-ins, training sessions and timely responses.
• Identify and act on up-sell and cross-sell opportunities – additional channels, volumes, features – based on usage and evolving client needs.
• Test new platform releases, report bugs and bring structured feedback to the Product team, representing the voice of the customer.
• Track customer satisfaction and portfolio health metrics (NPS, churn risk, usage) to anticipate needs and act quickly.
• Help build and maintain an internal and external knowledge base (use cases, best practices, FAQs).
• Collaborate with Marketing and Product teams on activation initiatives, content, and go-to-market efforts.

What we offer

• A full-time role with autonomy and direct impact on Qlara’s growth.
• The opportunity to work side by side with Sales, Marketing and Product in a dynamic, data-driven environment.
• 100% remote work with flexible hours.
• Competitive compensation, company benefits and performance-based incentives.
• Exposure to an evolving SaaS product and to an international group (Growens).
• A collaborative culture focused on innovation, continuous learning, and customer excellence.

What we are looking for – Essential qualifications

• Solid experience in Customer Success, Account Management or Inside Sales roles, preferably in SaaS or tech-driven environments (we’re open to mixed backgrounds, as long as you’re experienced and field-proven).
• Strong customer focus combined with a clear commercial mindset: you’re comfortable running a demo, handling a deal and closing it.
• Excellent communication and relationship-building skills, with empathy and the ability to engage stakeholders at different levels.
• Hands-on experience with CRM tools (e.g., HubSpot) and customer engagement platforms.
• Proactive, organized and results-oriented mindset.
• Fluency in Italian and solid English (written and spoken); additional languages are a plus.
• Curiosity about the product and willingness to test it, push its limits and actively contribute to making it better.

Nice to have

• Experience in operational marketing or collaboration with marketing teams (email marketing, campaigns, content).
• Familiarity with multichannel communication (SMS, email, WhatsApp Business, push notifications).

Growens is an equal opportunity employer and values diversity. We do not discriminate on the basis of ethnicity, gender, ancestry, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, or any other basis protected by law.