Are you looking for a big challenge and an opportunity to make an equally big impact as an early hire in our growing Customer Success team?
Do you have knowledge and experience to contribute to best practise and the ideas within customer engagement, onboarding and service and do you have the initiative and motivation to always improve? Then you have some of the key qualities that we will be looking for to fill this position

The opportunity and what we offer

Formalize is on an expansive journey with strong market traction across Europe. As our new Customer Success Manager, you will play a vital role in securing a best in class onboarding and service experience for our growing customer base and you will contribute significantly to continuously increasing customer adoption and advocacy.

• Be part of a fast-growing international SaaS company
• High level of trust and autonomy
• Be part of a social, diverse and international team

Responsibilities

• Manage the customer relationship from onboarding to renewal, acting as the primary contact for strategic accounts.
• Act as a trusted advisor to compliance, IT, and security stakeholders to ensure customers realize the full value of the Formalize platform.
• Deliver proactive support through training, workshops, and strategic check-ins tailored to customer needs.
• Drive feature adoption and engagement, with a focus on high-value modules such as NIS2 and DORA, and monitor account health using usage data and feedback.
• Collaborate with Sales during renewal cycles and identify opportunities for upsell or cross-sell.
• Provide structured feedback to Product and CS Operations based on recurring customer pain points or feature requests.
• Maintain accurate records of customer interactions and success metrics.

Qualifications and about you

• 2-3 years of experience in B2B SaaS or GRC, in a similar customer facing position
• Connect effortlessly with multiple clients and build lasting relationships simultaneously while maintaining attention to detail and follow-through.
• Strong communicator, collaborator and problem solver
• Familiarity analyzing customer behavior and usage data to and usage data to proactively address risks and uncover growth opportunities.
• Structured, diligent and dedicated
• Native in Italian and professional fluency in English
• Able to work 40 hours/week in our Milano office
• You thrive in an environment where you contribute to maintaining a high momentum

About Formalize

Formalize is a tech company founded in 2021 with offices in Aarhus, Copenhagen, Milan and Madrid. Currently we are a team of +150 people from 14 nationalities operating in multiple European markets and are one of the fastest growing SaaS scale-ups.

Our journey started within the whistleblowing compliance sector, highlighted by the award-winning Whistleblower Software by Formalize, laying the foundation of our success story.

This initial chapter has been within whistleblowing compliance and meeting those regulations. Along the way we established strong partnerships and a base of satisfied customers. Our commitment was recognized through the best customer support, which earned us reputation as a customer-centric pioneer. But now, we extended our expertise to a larger compliance universe including data compliance, risk and privacy.

Formalize helps companies to effortlessly navigate and stay ahead in the ever-changing landscape of compliance. Our platform adapts to regulatory changes, continuously adapting to meet, and foresee, the evolving needs of our users - ensuring businesses remain compliant and confident in their operations.

Traits that describe our culture and employees:

• We are all very goal oriented and hardworking
• We are responsible, and we like accountability
• We are connecting, and we like to build meaningful relationships
• We are optimistic and like to laugh and have a positive atmosphere
• We like to dream big and to have clear visions for the future

Test in the recruitment process

In the recruitment process, we use talent profiles. You will therefore receive a link to the test after sending your application.

Experience shows that it provides the best experience for both candidates and us as a company. It's not about answering right or wrong, but whether one's talents match the context you will work in. We want to hire a colleague who really thrives and flourishes with us, and therefore we are looking for the employee who will be a good fit with Formalize in relation to

• Fit between the person and work tasks
• Fit between the person and the colleagues in the team
• Fit between the person and the management

We know that when this is staged optimally, you thrive and succeed much better in your job.

Recruitment Process

• Send application and upload relevant information
• Completion of Talent test
• 15 minutes online interview with our Talent Acquisition team
• 45 minutes online interview with our hiring manager
• 30 minutes cultural interview with one of our current Customer Success Managers

Apply by attaching your resume and other relevant information and you will hear from us soon!

We will hold interviews and hire on an ongoing basis. For more information or questions please contact the responsible recruiter in the Talent team.