Customer Success Manager

Signaturit is a European leader in secure digital transactions. Its unified and modular platform enables companies to manage the entire lifecycle of their digital transactions—from identity verification to electronic signatures, including timestamping and archiving—in full compliance with the European eIDAS regulation. With four offices across Europe, Signaturit serves more than 100,000 clients in over 40 countries and processes nearly 200 million transactions and 35 million documents each year. The company is experiencing strong growth and is simultaneously pursuing strategic acquisitions (Ivnosys, Universign, Vialink & Validated ID) to build a pan-European alternative to American giants. As a Qualified Trust Service Provider (QTSP), Signaturit relies on deep regulatory expertise and an infrastructure that is 100% compliant with European security standards. In a world where digital identity, data protection, and seamless digital experiences are more strategic than ever, Signaturit positions itself as a trusted partner for businesses. In 2025, Signaturit merged with Namirial Group.

Namirial:

Namirial supports its customers in their digital transformation journey by providing trusted digital transaction management solutions. Namirial’s digital trust services include solutions for customer onboarding, agreement automation, signature workflow orchestration, identification, multi‑factor authentication, electronic signatures, electronic registered delivery, long‑term archiving, and electronic invoicing.

Founded in 2000 in Italy, Namirial Group is now present in more than 85 countries and employs over 1400 people. With its international network of more than 170 strategic partners, Namirial serves over three million customers worldwide and processes several million transactions per day. Namirial is accredited as a Qualified Trust Service Provider under the European Regulation 910/2014 eIDAS.

What you will do at Signaturit 🚀

The Customer Success Manager (CSM) is responsible for ensuring customers achieve their expected outcomes while using the company’s products or services. Acting as the primary point of contact, the CSM have an essential role in guiding customers through the onboarding process, ensuring they successfully implement and optimize their solutions. The CSM fosters strong relationships, drives customer satisfaction, promotes product adoption, and identifies opportunities for growth. This role plays a critical part in ensuring long‑term customer loyalty and retention.

You will be responsible of 🎯

Account Management :

• Build and maintain strong, trusted relationships with customers, acting as their primary point of contact.
• Understand customers' business objectives and tailor strategies to meet their needs.
• Monitor customer health metrics, ensuring engagement and satisfaction

Onboarding & Training:

• Guide customers through the onboarding process, ensuring a seamless and positive experience.
• Conduct product training sessions, both virtual and in‑person, to enhance customer understanding and usage.

Advocacy & Support :

• Serve as the voice of the customer within the company, ensuring their feedback is relayed to relevant teams (for example Product).
• Proactively address customer concerns, resolve issues during project, implementation stage, and escape when necessary.

Product Adoption & Optimization:

• Drive product adoption by identifying opportunities to enhance usage and maximize value.
• Monitor customer usage and provide insights or recommendations for optimizing their experience.

Customer Retention & Growth :

• Track and improve customer health metrics (for example Net Promoter Score, churn rate). - Identify upselling and cross‑selling opportunities, collaborating with sales teams to expand account revenue.
• Develop strategies to mitigate churn and increase retention. Reporting & Metrics: - Maintain accurate records of customer interactions, feedback, and progress in CRM tools (for example Salesforce)
• Prepare and present reports on customer success metrics, including account performance and satisfaction. Collaboration: - Work closely with Sales, Marketing, and Product teams to ensure alignment on customer goals and expectations.
• Participate in product development discussions to advocate for customer needs and experiences. Working with the support team on project handovers, plus preparing steering committees

Qualifications:

• 5+ years in customer success, account management, or similar customer‑facing roles in a SaaS company.
• You already experienced and delivered contract renewal cycles, Adoption strategy and Success programs.
• You take ownership both for your company and customers stakes with a solution‑orien