Job Title – Customer Success ManagerCreatives, 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 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, team relationship management and customer advocacy to maximize customer value and business outcomes.Key Responsibilities:Customer Success Team ManagementWork 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 ManagementServe as the primary point of contact for assigned customer accountsDevelop long-term partnerships and maintain regular engagementOnboarding & AdoptionEnable effective adoptionDevelop customer success plans aligned with the client's business objectivesCustomer Retention & GrowthMonitor 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 & FeedbackAct as the voice of the customer internally, sharing insights with Product, IT, and LeadershipFacilitate case studies, references, and participation in customer advocacy programsOperational ExcellenceContribute to the creation of an a continuosuly improving Customer Success StrategyIdentify KPIs and reports to monitor Customer Success, Application adoption metrics,Prepare regular reports on customer satisfaction, adoption metrics, and business impactMonitor and guarantee compliance with SLA
Knowledge, Skills & Competencies:Strong 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 Qualifications5–10 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 accountsNegotiation skillsPresentation skillsWorking ConditionsFull-time position, flexible hoursLocation: VeronaHybrid: 2 days remote at home 3 days in the Verona officeMay require occasional travel to customer sites or company events (maximum 8-10 days per year)