[Hiring] Client Onboarding & Success Manager @Breezeway

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.