Job Title – Customer Success ManagerCreatives, 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 Management- Serve as the primary point of contact for assigned customer accounts- Develop long-term partnerships and maintain regular engagementOnboarding & Adoption- Enable effective adoption- Develop customer success plans aligned with client business objectivesCustomer 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 needsAdvocacy & 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 programsOperational Excellence- Prepare regular reports on customer satisfaction, adoption metrics, and business impact- Monitor and guarantee compliance with SLAKnowledge, 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 of ERP systems (e g SAP) is a plus- Proficient in business English; knowledge of any additional language is a plusMindset 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 initiativeExperience 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 accountsWorking 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