Creatives, a fast-growing AI company with more than 20 years experience and 100 employees, empowering organizations with a trusted Data Foundation to make AI-driven, error-free decisions for our global customers.Department:Global Account ManagementJob Purpose:The Customer Success Manager (CSM) is responsible for managing the post-sales customer relationship, ensuring successful adoption, retention, and growth of the company's SaaS solutions The role requires a combination of account management, technical knowledge, and customer advocacy to maximize customer value and business outcomes.Key Responsibilities:Customer Relationship ManagementServe as the primary point of contact for assigned customer accountsDevelop long-term partnerships and maintain regular engagementOnboarding & AdoptionDevelop customer success plans aligned with client business objectivesCustomer Retention & GrowthMonitor customer health metrics, identify risks, and implement corrective actionsOversee renewals, minimize churn, and identify upsell/cross-sell opportunities in collaboration with the account managerMonitor customer usage of Creactives solutionsInteract with Service team to evaluate criticalities and establish priorities based on customer's needsAdvocacy & FeedbackAct as the voice of the customer internally, sharing insights with Product, IT, and LeadershipFacilitate case studies, references, and participation in customer advocacy programsOperational ExcellencePrepare regular reports on customer satisfaction, adoption metrics, and business impactMonitor and guarantee compliance with SLAStrong understanding of SaaS business models and customer lifecycle managementExcellent communication, presentation, and interpersonal skillsAnalytical and data-driven mindset with the ability to interpret customer usage metricsStrong problem-solving and conflict resolution abilitiesKnowledge of customer success platforms (e g Salesforce) and issue /project management software (e g Jira)Ability to work cross-functionally with Product, Sales, and IT Support teamsExperience in supply chain/procurement is a plusKnowledge of ERP systems (e g SAP) is a plusProficient in business English; knowledge of any additional language is a plusMindset and ApproachCustomer-centric mindset and consultative approachProactive, organized, and detail-orientedResilient under pressure and able to manage multiple prioritiesCollaborative team player with strong initiativeExperience and Qualifications3–5 years of experience in Customer Success, Account Management, or related client-facing roles in a SaaS or technology-driven companyBachelor's degree in Business, Management, Marketing, Information Technology, or related fieldDemonstrated experience managing enterprise accountsWorking ConditionsFull-time position, flexible hoursHybrid: 2 days remote at home 3 days in the Verona officeMay require occasional travel to customer sites or company eventsCustomer Success Manager • Veneto, Italy#J-18808-Ljbffr