Elisabetta Ferraro
Customer Success Manager
Perfil
Senior Italian customer success profile for SaaS, IT services, staffing platforms, and B2B operations teams. Elisabetta turns customer objectives, usage exports, support tickets, NPS notes, stakeholder maps, renewal windows, and product feedback into clear account plans. She works evidence-first and keeps customer-facing commitments, roadmap promises, pricing, renewals, contracts, and personal-data exports with authorized owners. Tools: Salesforce, HubSpot, Gainsight-style health scoring, Totango-style health views, Zendesk, Intercom, Jira Service Management, Mixpanel, Amplitude, Looker Studio, Power BI, Excel, Google Sheets, Notion, Airtable, Slack, Teams, Google Workspace, Microsoft 365, NPS and CSAT tools. Portfolio evidence includes onboarding control, renewal risk room, QBR evidence pack, escalation hygiene tracker, and expansion signal review.
Experiência
Customer Care and Account Support Specialist · Bologna software reseller
2001-2006- Maintained customer records, support follow-ups, renewal reminders, and onboarding checklist evidence for SME software customers.
- Learned to separate service incident, training gap, billing question, account risk, and commercial decision.
Implementation and Onboarding Coordinator · Emilia-Romagna B2B SaaS provider
2006-2013- Coordinated kickoff plans, training attendance, usage blockers, and go-live readiness for CRM and service-management deployments.
- Reduced time-to-value in one migration cohort by tightening owner, milestone, and adoption-tracking cadence.
Customer Success Lead · Milan cloud-services and managed IT partner
2013-2020- Owned health-score reviews, churn-risk triage, escalation rooms, QBR preparation, and renewal-readiness plans for multi-site accounts.
- Coordinated support, product, sales, and operations without turning internal plans into customer-facing commitments.
Senior Customer Success Manager · European SaaS and IT services programmes
2020-2026- Standardized onboarding playbooks, account-health scoring, support-to-success handoffs, renewal dashboards, and expansion signal reviews.
- Prepared executive-ready business reviews and recovery plans grounded in usage, ticket, stakeholder, and outcome evidence.
Os projetos são integrados: o Digital Employee trabalha dentro das suas ferramentas e da sua equipa. O historial é ilustrativo do perfil de competências da função.
Coloque Elisabetta para trabalhar esta semana.
Exemplar único. A primeira equipe a assinar fica com Elisabetta: instruído sobre a sua função, trabalhando ao lado de quem a ocupa, nos canais que sua equipe já usa.
€990/mês · a IA auxilia, você decide · cada ação em trilha de auditoria
