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.
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Department
Global Account Management
Job 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 Management
* Serve as the primary point of contact for assigned customer accounts
* Develop long-term partnerships and maintain regular engagement
Onboarding & Adoption
* Develop customer success plans aligned with client business objectives
Customer Retention & Growth
* Monitor customer health metrics, identify risks, and implement corrective actions
* Oversee renewals, minimize churn, and identify upsell/cross-sell opportunities in collaboration with the account manager
* Monitor customer usage of Creactives solutions
* Interact with Service team to evaluate criticalities and establish priorities based on customer's needs
Advocacy & Feedback
* Act as the voice of the customer internally, sharing insights with Product, IT, and Leadership
* Facilitate case studies, references, and participation in customer advocacy programs
Operational Excellence
* Prepare regular reports on customer satisfaction, adoption metrics, and business impact
* Monitor and guarantee compliance with SLA
* Strong understanding of SaaS business models and customer lifecycle management
* Excellent communication, presentation, and interpersonal skills
* Analytical and data-driven mindset with the ability to interpret customer usage metrics
* Strong problem-solving and conflict resolution abilities
* Knowledge 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 teams
* Experience in supply chain/procurement is a plus
* Knowledge of ERP systems (e g SAP) is a plus
* Proficient in business English; knowledge of any additional language is a plus
Mindset and Approach xrdztoy
* Customer-centric mindset and consultative approach
* Proactive, organized, and detail-oriented
* Resilient under pressure and able to manage multiple priorities
* Collaborative team player with strong initiative
Experience and Qualifications
* 3–5 years of experience in Customer Success, Account Management, or related client-facing roles in a SaaS or technology-driven company
* Bachelor's degree in Business, Management, Marketing, Information Technology, or related field
* Demonstrated experience managing enterprise accounts
Working Conditions
* Full-time position, flexible hours
* Hybrid: 2 days remote at home 3 days in the Verona office
* May require occasional travel to customer sites or company events