Team Leader - Account Managers (Customer Success)

Full Job Description

Alfadocs is a SaaS platform for dental practices. Account Managers are our growth catalysts: each owns a portfolio of ~500 practices, acting as their main point of contact and driving revenue growth through upsell/upgrade, retention, and qualified referrals — all executed through our WIN Framework (Buyer-centric way of selling + diagnostic selling).

The Team Leader leads this team. This is a player-coach leadership role: you own the team's commercial results, raise execution quality call by call, and keep the AM motion tightly aligned with the rest of Customer Success (CSMs, Onboarding, Support).

Key Responsabilities

• Coach and mentor the team. Run regular call reviews using the Gong WIN Framework scorecard (Diagnosis, CODN, Solution Fit, Negotiation, Objection Handling, Close). Develop each AM's buyer-centric-selling, objection-handling, and referral-generation skills through structured 1:1s and feedback loops.

• Drive performance management. Set clear expectations and help every AM reach their full potential. Spot development needs early and turn them into structured, time-bound growth plans with concrete targets, hands-on support, and regular checkpoints — so that progress is visible and every team member has a path to success.

• Own the team KPIs end to end. Full accountability for the team's commercial results (see below), including forecasting, smart-list/portfolio prioritisation, and corrective action when targets drift.

• Drive full alignment with peers. Keep the AM motion in sync with CSMs, Onboarding, and Support — clean handoffs, shared context in HubSpot, and a seamless customer experience across the journey.

Requirements

• Experience leading or mentoring a sales / account management / customer success team, ideally in B2B SaaS.

• A track record of owning revenue KPIs (expansion, retention, NRR).

• Strong coaching instincts and comfort giving direct, structured feedback — including managing underperformance.

• Fluency in value-based / consultative selling and objection handling.

• Confident with CRM-driven workflows (HubSpot) and call-coaching tools (Gong).

• Italian and English.

Administrative Info:

• Location: Milano, Italia (Via Eritrea n. 21, 20157 – Palazzo Tecniche Nuove)
• Hybrid-setting: 2-3 days per week in the office
• Contract: unlimited term contract (CCNL Commercio)
• Equipment: laptop, phone, headphones, keyboard, mouse, and a dedicated office monitor.
• Salary: 40K-45K + 15% bonus OTE
• Working hours: Monday - Friday | 09:00 - 18:00 | 1-hour lunch break
• Trial Period: 1 month
• Start Date: September 2026

Benefits

• Welfare bonus on a monthly basis
• Bonus for paid English or German language courses.
• Training courses, books, workshops, and team-building activities for personal and professional growth.
• Partnership with Serenis (an online psychotherapy platform) - three sessions offered if needed.
• Team Building Budget
• Team Development Budget
• Regular company reunions (yearly meetups, Christmas dinner)
• Snacks and fruit are always available in the office, along with good beer at the end of the week.

Selection Process:

• HR (30 min)
• Team Leader & Head of CS (60 min)
• Team meeting (60 min)

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