Job Title – Customer Success Manager
Si candidi qui sotto dopo aver letto tutti i dettagli e le informazioni di supporto relative a questa possibilità di lavoro. Creatives, a fast-growing AI company with more than 20 years of 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 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, team relationship management and customer advocacy to maximize customer value and business outcomes. Key Responsibilities: Customer Success Team Management Work in a team focused on Customer Care and Customer Success, contribute to improve processess of customer care and customer management, collaborate with other Customer Success team members, with other colleagues of the Global Account Management department (Customer Service, Customer Success, Account managers) and varioous othe department of the company (Sales, Sales Support, Delivery, Fuctional team, Software solutions development, etc.) Customer Relationship Management Serve as the primary point of contact for assigned customer accounts Develop long-term partnerships and maintain regular engagement Onboarding & Adoption Enable effective adoption Develop customer success plans aligned with the client's 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/adoption of Creactives solutions. Interact with the 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 Contribute to the creation of an a continuosuly improving Customer Success Strategy Identify KPIs and reports to monitor Customer Success, Application adoption metrics, Prepare regular reports on customer satisfaction, adoption metrics, and business impact Monitor and guarantee compliance with SLA
Knowledge, Skills & Competencies: 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 xpavfwm of ERP systems (e g SAP) is a plus Proficient in business English; knowledge of any additional language is a plus Mindset and Approach 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 5–10 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 Negotiation skills Presentation skills Working Conditions Full-time position, flexible hours Location: Verona Hybrid: 2 days remote at home 3 days in the Verona office May require occasional travel to customer sites or company events (maximum 8-10 days per year)