Giada Nafra
Manager, Customer Success @Mapp
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WORK HISTORY
Manager, Customer Success @Mapp
Milan, IT
Lead and develop a high-performing Customer Success team supporting enterprise and strategic customers across EMEA- Own team performance, customer outcomes, and Customer Success strategy- Drive retention, adoption, and long-term customer value through scalable processes and prioritization- Act as an escalation point for complex accounts, balancing customer needs with business objectives- Partner with Product Sales and Technical teams to align customer insights with company strategy
EDUCATION
University of Rome Tor Vergata
Lettere e Filosofia, Lingue e letterature europee e americane
Sapienza Università di Roma
Laurea triennale in Scienze Umanistiche, Mediazione Linguistica e interculturae
SKILLS
ABOUT GIADA NAFRA
Customer Success Leader with international experience across EMEA, specialized in scaling teams, driving retention, and building long-term customer value in SaaS environments.I have built and led high-performing Customer Success teams supporting complex enterprise customers, with a strong focus on adoption, retention, and strategic account growth.As a people manager, I focus on developing talent, setting clear priorities, and creating scalable processes that enable teams to perform consistently at a high level. I work closely with Product, Sales, and Technical teams to align customer insights with business strategy and influence decision-making across the organization.I’m particularly effective in global SaaS environments where ambiguity, change, and cross-functional complexity require structured thinking, ownership, and strong leadership.
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