Onboarding Specialist – Italian Market (Copenhagen-based)

Who is Understory?

Understory is a vertical-focused software platform built for experience businesses – from kayaking tours to cooking classes. Our operating system helps creators manage operations, grow bookings, accept payments, and run their business with clarity and less stress.

We move fast, iterate quickly, and expect everyone to bring proactive solutions every day. You’ll learn faster here than almost anywhere else because the challenges are real and the pace is high. This isn’t about clocking in and out – the right candidate will get a lot of trust and flexibility, and it’s all about building something that matters to creators around the world.

We recently raised a €12M Series-A and are scaling fast. With customers in 10+ countries and a growing presence in the US, our focus is global, our ambition is high, and our team is fully committed to being the go-to platform for experience creators worldwide.

About the Role

As our Onboarding Specialist for Italy, you’ll own the onboarding journey for new Italian customers. You’ll guide newly signed experience providers from contract signature to successful go-live on Understory, ensuring fast time-to-value and a smooth handover to Customer Success Managers.

You’ll work closely with Account Executives and Customer Success Managers, help customers get live and confident using the product, and play a key role in shaping our onboarding approach as we scale in Italy and expand into new markets.

What You'll Do

• Own onboarding from contract signature to successful go-live for Italian customers

• Activate and guide customers to their first value moments in the product

• Run multiple onboarding processes in parallel while maintaining a high-quality experience

• Collaborate closely with AEs and CSMs to ensure seamless handovers

• Track onboarding progress, activation, and forecasts in HubSpot

• Identify friction points and share structured feedback with Product, Customer Success, and Sales

• Help build and refine onboarding playbooks as the Italian market scales

What We’re Looking For

• Fluency in Italian + English (spoken and written)

• Passion for experiences and helping creators succeed

• Strong ownership mindset – you take initiative and move things forward

• Comfortable working in a fast-paced startup environment

• Excellent execution and ability to manage multiple customers in parallel

• Ability to work from our Copenhagen office at least 4 days per week

Nice to have:

• Experience in Customer Success, onboarding, or B2B SaaS

• Understanding of or network within the Italian tourism or experience industry

• Experience with hospitality, travel, marketplace or booking platforms

• Familiarity with CRM tools (HubSpot preferred)

• Experience working across European or multilingual markets

Why You’ll Thrive at Understory

• Real ownership in building the Italian market from the ground up

• Autonomy, trust, and flexibility - we focus on outcomes, not hours

• Fast learning curve and strong career growth opportunities

• Work with a small, ambitious team where your impact is visible

• Join a mission-driven company transforming the experience economy worldwide

Start Date & Application

We review applications on a rolling basis and will hire as soon as we find the right person.

Preferred start date: April (flexible).

If you have any questions about the position or the process, feel free to reach out to Cecilie Gyldenvang at cecilie@understory.io

We consider candidates with diverse backgrounds and career paths, including students or individuals in a gap year, if they have the required experience and are motivated to take ownership and grow with the role.