Role Description Breezeway’s award-winning property operations and experience platform helps coordinate, communicate, and verify detailed work at properties. Powering over 55M property care tasks, Breezeway helps thousands of short-term rental managers and hospitality operators increase operational efficiency and boost service revenue while eliminating manual work and elevating the experience at each property. As a Client Onboarding & Success Manager for the Italian Market, you'll own the full client journey — from onboarding new customers through to long-term retention and growth. What You'll Do - Onboarding: - Collaborate with Sales and CX to ensure efficient onboarding of new Italian-market accounts, with clear handoffs and cross-functional alignment. - Run training sessions that educate clients on Breezeway best practices and how to get the most out of the platform for their specific operations. - Actively monitor onboarding health — tracking timelines, milestones, and early adoption signals across your book. - Troubleshoot client issues to resolution or escalate to the right internal resource quickly. - Build and iterate on onboarding materials, processes, and documentation in Italian as a foundation for the market. - Collaborate cross-functionally with Sales and Product to translate client feedback into practical improvements. - Client Success: - Maintain continuous engagement with clients post-onboarding to drive adoption, build confidence, and increase platform value. - Identify churn risks early and develop action plans to address them before they escalate. - Develop engagement and success strategies informed by data and client feedback; identify upsell and cross-sell opportunities. - Serve as the primary Italian-speaking point of contact — a trusted partner, not just a support resource. - Represent the voice of the client internally, bringing feedback that enables continuous improvement in how we serve this market. - Apply a solutions-oriented approach to client needs and escalate issues quickly when needed. Qualifications - Driven to understand client needs, empower them with best practices, and build genuine trust. - A self-starter who thrives in fast-paced, ambiguous environments. - A clear, confident communicator who can adapt your style across a property manager in the field and an executive in a QBR. - Operationally minded — you think in systems, sweat the details, and enjoy building processes from scratch. - A creative problem-solver with a proven track record of finding practical solutions for clients. - Committed to a collaborative, inclusive team environment built on customer empathy. Requirements - 2–4 years of experience in implementation, client success, or account management — ideally in a SaaS environment. - Fluency in Italian and English (written and spoken). - Strong project management and prioritization skills; proven ability to juggle multiple clients and competing priorities. - Experience with CRM software and web-based tools; comfortable navigating Google Suite, Zoom, and Slack. - Solid Excel skills — conditional formatting, VLOOKUP, formula functions, sorting and filtering. - Experience in the short-term rental or property management industry is a strong plus. - Startup or early-stage company experience is a bonus. Benefits - Breezeway is an equal opportunity employer and prohibits discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status. - We embrace diversity and are committed to creating an inclusive workplace. - We believe that respect fosters open-mindedness and curiosity, enabling us to gain valuable perspectives from our teammates, the market, and our clients. - All qualified applicants will receive consideration for employment without regard to these factors. - If you need accommodation during the application process, please let us know.

• You will own the full client lifecycle from onboarding to ongoing account management, act as the primary point of contact for a growing portfolio of clients, and work hand-in-hand with the media buying team to ensure results, retention, and an exceptional client experience. • This role reports directly to the founder and is designed to take all client-facing responsibilities off leadership's plate so the company can continue to scale. The right person will have a clear growth path into a Director-level leadership position as the team expands.

• Partner with Account Executives and Account Managers to build growth strategies for your book of business, working collaboratively to secure successful renewals and expansions. • Work with collaborative teams to ensure speed and efficiency in onboarding and adoption of Esusu services to your clients. • Develop customized success plans and partner with our internal client management team to accelerate adoption and provide clients with a path to achieve their goals. • Develop relationships with property managers to understand their business needs and how Esusu provides value in driving key outcomes. • Leverage Esusu product expertise along with client use case knowledge to proactively identify growth opportunities and establish a client feedback loop. • Monitor account health through business reviews and account planning. • Provide ongoing education on Esusu’s suite of services and Financial Literacy topics to property managers and residents. • Actively contribute to team and cross-functional continuous improvement initiatives. • This is a remote role with up to 25% travel for strategic client site visits and team alignment.

• Respond to user inquiries via email, chat, and social media channels in a timely and professional manner • Troubleshoot issues related to offers, account access, and platform navigation • Escalate complex issues to the appropriate team with full context and documentation • Maintain detailed records of user interactions in our support CRM • Identify recurring issues and report patterns to the product team • Contribute to the help center by writing and updating FAQ articles • Deliver consistently high CSAT scores through genuine, solution-focused support