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