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