Job Description
At AlfaDocs, we’re on a mission to transform healthcare. Our software platform makes the daily lives of medical practices and patients easier by streamlining practice management and patient relationships. With our all-in-one, cloud-based solution, healthcare professionals can focus more on care and less on administration.
We take pride in our responsibility to deliver high-performance solutions while fostering a collaborative and respectful environment where everyone’s contributions are valued. We’re driven by a shared passion to make a lasting impact on the healthcare industry, creating a space where both our team and our customers thrive.
As a Customer Success Specialist, your primary goal is to maximize the value each customer derives from the AlfaDocs platform, while contributing directly to MRR growth through upselling and contract renewal support.
This role sits at the intersection between Onboarding and Upselling, acting as a critical touchpoint for customers in the engagement and reactivation phase. You will work with both active and dormant accounts, proactively increasing product adoption, customer satisfaction, and platform usage.
Your Role
- Manage a portfolio of existing customers, with the goal of strengthening retention and maximizing usage of the AlfaDocs platform.
- Re-engage inactive clients ("sleepers") and boost adoption among customers who have purchased but never activated or fully used the product.
- Lead outbound reactivation campaigns, identifying pain points and proposing targeted solutions to improve engagement.
- Monitor and manage a segment of low-engagement accounts, which represent ~15% of the CS team’s portfolio.
- Support customers with best practices, personalized recommendations, and feature guidance tailored to their business needs.
- Collaborate with the Onboarding team to ensure seamless handoff of newly activated accounts.
- Identify upselling and cross-selling opportunities and work closely with the Upselling Specialist to close them.
- Track customer health and engagement using internal dashboards and usage analytics
- Act as a trusted advisor and voice of the customer in cross-functional conversations with Product, Sales, and Support teams.
Requirements
- 1-3 years of experience in a customer-facing role, ideally in SaaS, account management, or customer success.
- Strong customer empathy and problem-solving mindset, with a proactive, consultative approach.
- Excellent communication skills, both verbal and written.
- Comfort with outbound calling, user engagement, and light upselling/cross-selling.
- Strong technical aptitude – able to quickly learn and explain software features.
- Familiarity with CRM systems and customer engagement tools.
- Native Italian speaker; good working proficiency in English (B2+).
- Previous experience in healthtech or SaaS is a plus.
Administrative Info:
- Contract Every Alfa begins their journey with a 1-year fixed-term contract with the aim of renewing to an indefinite term.
- Salary range 28-31.000€ + bonus
- Location: Milan, Italy (Via Eritrea n. 21 20157 (Palazzo Tecniche Nuove)
- Office Model: Hybrid Mode 3 days in the office, 2 days remote
- Working hours Monday - Friday | 09:00 - 18:00 | 1-hour lunch break
- Trial Period 30 days
- Start Date Starting October 2025
Benefits
- Equipment: laptop, headphones, keyboard, mouse, smartphone with unlimited data, and a dedicated office monitor.
- Bonus for paid English or German language courses.
- Training courses, books, workshops, and team-building activities for personal and professional growth.
- Partnership with Serenis (an online psychotherapy platform) - three sessions offered if needed.
- Regular company reunions (yearly meetups, Christmas dinner)
- Snacks and fruit always available in the office, along with good beer at the end of the week.
Selection Process
- Call with Talent Acquisition (30 min)
- Interview with Team Leader (45 min)
- Interview with the Head of CS (60 min)
- Job Offer
