(junior) Customer Success Manager (milan, Italy) Fixed Term Contract

(Junior) Customer Success Manager (Milan, Italy / remote) 

Fixed Term contract ending 28/02/2026

OnePlan is the world’s best event and venue planning platform. Used for 50,000+ events and venues in more than 110 countries - including the Paris 2024 Olympic and Paralympic Games, Milan Cortina 2026 Olympic and Paralympic Games, major sports organisations, music festivals and more- OnePlan is revolutionising how events and venues are planned (www.oneplanevents.com and www.venuetwin.com). 

OnePlan is a collaborative, real-time platform that provides the full suite of event planning, design and management tools. It combines the best characteristics of CAD with up-to-date mapping technology in one easy-to-use solution.  

OnePlan’s 3D visualisation software, Venue Twin is the hyper-realistic way to plan events. It gives access to organisations, stakeholders and suppliers. Clients include LA Clippers, Gillette stadium and ExCel Convention Centre. 

We've garnered an impressive collection of accolades, including the Most Innovative Business Response to Covid-19 from the Sports Business Awards in 2021, Best Event Management Platform 2021 and Best Festival Technology in 2020, 2021, and 2022 at the Event Technology Awards. Additionally, we received the Leaders in Sport Innovation Award in 2022 and the Technology & Innovation Award at the Franco British Trade and Investment Awards 2022 (DIT). Securing 1st place in the 2023 Sloan Sports Analytics Conference Start-up Competition, we also clinched the International Expansion Award and received high commendation for the Eagle Labs Innovation Award at Barclay's Entrepreneur Awards 2023. Recognised as one of the 2023 Sports Business Journal's Top 10 Most Innovative Sports Tech Companies, and nominated for the 2024 Sports Business Awards in the Tech for Venue Operations Technology of the Year category. 

Your mission 

OnePlan is looking for a customer success manager with excellent written, verbal and interpersonal communication skills. You will mainly ensure the happiness of our Milan Cortina client by supporting them onboarding to our planning software and answering their questions along their lifecycle. 

As a (Junior) Customer Success Manager you have to be able to put yourself in the customer's shoes and remain helpful, patient, positive and cheerful at any time. 

As part of the Customer Success team you will have excellent visibility across the business. We will encourage you to take on projects that interest you and lead to personal and professional development. This is an exciting kick start to your major events career. We hire for character and train for skill.  

Your responsibilities 

• First go-to person through various channels (chat, email and phone). You will also work with the MiCo 2026 ServiceDesk tools.

• Resolve all inbound and outbound support requests per established guidelines, as well as new requests for services.

• Report on activity on a monthly basis and work on statistics and analysis of usage.

• Managing customer onboardings - guiding them through the product and explaining the software.

• Identifying new business opportunities by tracking customer feedback.

• Delegating customer enquiries, product challenges and feedback to specific teams.

• Assisting in the 3D model review process with clients.

• Testing the different platforms (OnePlan and Venue Twin) and collaborating with product and development teams.

Your skill set 

• Fluent business level Italian and English speaker.

• A people person that can empathise with our users.

• Ability to manage multiple priorities under pressure.

• Tech savvy and enjoying in tech environment.

• Experienced with using ExCel

• Interest in winter sports.

• Good time-management and organizational skills.

• Ability to work in a fast-paced environment.

• High degree of autonomy and responsibility.

• Excellent attention to detail.

What we offer:  

• Company wide bonus

• Options / growth shares

• £200 monthly wellbeing allowance

• A remote first role with 2-3 days a week spent in the MiCo 2026 offices in Milan.

• Fixed term contract - ending 28/02/2026

• Day off for your birthday

• Be part of a fast-growing start-up

• You’ll have a high degree of autonomy and responsibility, in a company whose future every team member can influence and shape

OnePlan is a remote first company, with our team based on multiple continents. We want to work with the best and welcome people from all backgrounds who have the ambition and motivation to help OnePlan become the go-to operating system for event and venue planners everywhere. We are particularly interested in hearing from candidates with fluency in French, Italian and English.