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Providing 360° support for brands, backed by 6+ years of cross-functional experience with tech, fashion and luxury. I help businesses improve their operations, customer experience and digital performance through a combination of e-commerce expertise, product coordination, multilingual communication, and marketing strategy. Tools & Platforms: Jira, Notion, Slack, Confluence, Shopify, Zendesk, Claude AI, Google Workspace, Microsoft Office and Adobe. My services include: ★ Marketing & Brand Support ⋆ Planning & coordination ⋆ Process Organization ⋆ Branding & positioning ⋆ Social media content ⋆ Ad creative & strategy ★ Strategies & Operations ⋆ E-commerce complete audits ⋆ QA testing & bug reporting ⋆ Customer journey optimization ⋆ Product catalog & PIM reviews ★ Client & Communication ⋆ B2B account management ⋆ B2C customer service ⋆ Onboarding & relationship ⋆ Email and Chat support ⋆ Multilingual Communication ㅤㅤEN ↔ FR ↔ IT ↔ PT ㅤㅤTranslation or transcription ㅤㅤDocumentation & Info Design ㅤㅤCopywriting & content writing ㅤㅤProduct descriptions

Technical Customer Success Manager helping B2B SaaS companies onboard, retain, and grow customers. I combine Customer Success, technical support, and DevOps skills to solve issues fast. Most Customer Success Managers escalate technical problems. I solve many of them myself. If you're looking for a Customer Success Manager or Technical Account Manager who can manage customers AND understand the technical side of your SaaS product, then you are in the right profile. I help B2B SaaS companies improve customer retention, product adoption, client onboarding, renewals, and customer satisfaction while reducing the technical friction that causes customers to disengage. With 5+ years of experience across Customer Success, Account Management, Technical Support, and SaaS, plus a Cloud and DevOps background, I can speak to both your customers and your technical teams. 𝗛𝗢𝗪 𝗜 𝗖𝗔𝗡 𝗛𝗘𝗟𝗣 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 & 𝗔𝗰𝗰𝗼𝘂𝗻𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 * Manage customer relationships throughout the customer lifecycle * Customer health monitoring and success planning * QBRs and stakeholder communication * Renewal management and expansion opportunities * Churn prevention and at-risk account recovery * Customer retention and adoption strategies * Voice of Customer, NPS and CSAT programs 𝐒𝐚𝐚𝐬 𝐂𝐥𝐢𝐞𝐧𝐭 𝐎𝐧𝐛𝐨𝐚𝐫𝐝𝐢𝐧𝐠 & 𝐀𝐝𝐨𝐩𝐭𝐢𝐨𝐧 * Customer onboarding and implementation * Technical onboarding and product training * Implementation planning * API integration support * User adoption strategies * Time-to-value improvement * Customer success plans * Onboarding documentation and processes 𝐓𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 & 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 This is where I bring an extra advantage. I understand cloud infrastructure, APIs, integrations, DevOps and technical troubleshooting. That means I can investigate technical customer issues, communicate clearly with engineering teams, and resolve many problems without unnecessary escalation. I work with: * AWS and Azure * Docker and Kubernetes * APIs and integrations * CI/CD * Git * Technical troubleshooting * Bug triage and escalation management * Zendesk, Intercom and 𝐓𝐎𝐎𝐋𝐒 𝐈 𝐖𝐎𝐑𝐊 𝐖𝐈𝐓𝐇 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐜𝐜𝐞𝐬𝐬: Gainsight, ChurnZero, Totango, Planhat 𝐂𝐑𝐌 & 𝐒𝐮𝐩𝐩𝐨𝐫𝐭: Salesforce, HubSpot, Zendesk, Intercom, Freshdesk 𝐀𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬 & 𝐂𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐢𝐨𝐧: Mixpanel, Amplitude, Google Analytics, Jira, Asana, Slack, Confluence 𝐂𝐥𝐨𝐮𝐝 & 𝐃𝐞𝐯𝐎𝐩𝐬: AWS, Azure, Docker, Kubernetes, Git, CI/CD 𝐓𝐇𝐄 𝐎𝐔𝐓𝐂𝐎𝐌𝐄 𝐈 𝐅𝐎𝐂𝐔𝐒 𝐎𝐍 I don't just manage accounts. I focus on the numbers and customer outcomes behind them. My work has included: ⇒ 95% customer retention across 50+ B2B SaaS accounts ⇒ 98% CSAT ⇒ Churn reduction from 18% to 7% ⇒ $800K+ in renewals and expansion revenue managed ⇒ Client onboarding time reduced from 90 to 45 days ⇒ 50% reduction in engineering escalations Whether you need a Customer Success Manager to take ownership of your accounts, a Technical Account Manager to support complex customers, or someone to improve your SaaS client onboarding and customer retention, I can step in and start creating structure quickly. If your biggest problem is churn, slow onboarding, low product adoption, technical customer issues, or an overloaded customer success team, 📩 message me with your customer count, current churn rate, and biggest challenge. I'll respond within 2 hours. Click the “Invite to Job” button or send me a quick message. Talk soon.

MOTIVATION | MINDSET | FREELANCING These are not only words, this is what describe me, my experience in the past 4 years. Enterprising, curious, with the scientific spirit, ambitious and eager to grow professionally. This was my DRIVING FORCE. ____________________________________ EXPERIMENTING | TESTING | LEARNING This is what unites my work experiences. This is MY POINT OF STRENGTH! Believing in yourself is the key to your success and to others, selling yourself is the BEST product you can sell! I have no prejudices, I have no limits. If there is anything I can do, with which to help, I can't wait to start. ____________________________________ TEAM MATE In addition to my experience in customer and technical support, I am also the owner of Lanthio Consulting, a customer support agency that provides businesses with top-notch support services. Our team of experts has a proven track record of delivering exceptional customer experiences, and we pride ourselves on our ability to meet and exceed our clients' expectations. ____________________________________ REPETITIVE | BANAL | NOT ORIGINAL This is what I want to AVOID, I will not list experiences or skills. If you want in my portfolio, video and profile you will find everything you need. Instead, I would like to be at your disposal to discuss your project, my skills that can help you. Write you message, curiosity or doubts, discuss your project in detail and determine how my skills will positively contribute to achieve your business goals effectively and efficiently.

Passionate about bridging language and technology, I am a Multilingual Customer Support and SaaS Specialist with 8+ years of experience providing expert technical support and translation for global clients. I excel at resolving complex issues across live chat, email, and helpdesk systems while delivering exceptional customer satisfaction. Fluent in Italian (Native), French (Native), English (Business), and Spanish (Intermediate). I help SaaS companies provide world-class, multilingual support that boosts user retention and reduces churn. Core Expertise & Achievements: Multilingual Customer Support: Provided live chat and email support for SaaS platforms, troubleshooting HTML, JavaScript, and account issues, improving customer retention, and maintaining a +95% satisfaction score. Technical Tools Proficiency: Expert user of Zendesk, HelpShift, Crisp, MS Rave, Slack, and Notion for efficient ticket management and team collaboration. Translation & Localization: 10+ years of professional translation and proofreading for tech, e-commerce, medical, and legal documents (EN↔IT/FR), ensuring brand voice and cultural accuracy for clients like TransPerfect and Wagner Consulting. Luxury & Retail CX: Managed high-touch customer inquiries for luxury retail brands via email and phone, focusing on order accuracy, returns, and brand reputation. Languages: Italian (Native), French (Native), English (Business), Spanish (Intermediate), Japanese (Basic), German (Basic) Technical Skills: Zendesk, HelpShift, Crisp, MS Rave, HTML, JavaScript, SDL Trados, Notion, Slack, Zapier