Anna Maria Onorati
Senior Customer Success Manager @Aufinity Group | bezahl.de
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WORK HISTORY
Senior Customer Success Manager @Aufinity Group | bezahl.de
Rome, IT
Managed customer success operations and supported B2B clients during onboarding and product adoption phases• Monitored and improved key service KPIs (CSAT, FCR, AHT, response time) to optimize customer experience• Coordinated with internal teams to resolve complex issues and improve service delivery• Supported the development of scalable Customer Success processes and internal workflows• Managed escalations and ensured high service quality across customer interactions
EDUCATION
International Business Management Institute (IBMI)
Project Management
Generazione Vincente Academy
Human Resource Management, Human Resources Management and Services
Università Mercatorum
Bachelor's degree, Languages and Markets
ABOUT ANNA MARIA ONORATI
I build Customer Success systems that scale across international markets.Currently a Senior Customer Success Manager at Aufinity and the first CSM leading Customer Success for the Italian market, where I helped establish Customer Success operations from the ground up during market entry and expansion.My work sits at the intersection of Customer Success, Customer Success Operations, and international market expansion.I focus on:• Customer onboarding• Operational process design• Customer experience• Cross-market expansionI led product and process localization for Italy, managed customer onboarding and go-live activities, and built workflows and training frameworks to support scalable Customer Success operations in a FinTech and SaaS environment.Beyond day-to-day customer management, I focus on building structured systems that help teams grow, operate more efficiently, and deliver consistent customer experiences.I believe great Customer Success is built on clear processes, strong collaboration between teams, and the ability to translate complex operations into simple and scalable workflows.Alongside my professional path, I am currently pursuing a Bachelor’s degree in Languages and Markets, strengthening my ability to operate across international markets and bridge operational and cultural gaps.Customer Success | Customer Success Operations | Market Entry | FinTech | SaaS | International Markets
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