Customer Service Manager

Job Title – Customer Success Manager

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 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

• Enable effective 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

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 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

• 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
• Location: Verona
• Hybrid: 2 days remote at home 3 days in the Verona office
• May require occasional travel to customer sites or company events