Customer Service ManagerCreactives Group SpA • Veneto, Italy
Customer Service Manager
Creactives Group SpA • Veneto, Italy
1 giorno fa
Descrizione dell’offerta di lavoroEnable effective adoption Develop customer success plans aligned with client business objectives 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 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 Prepare regular reports on customer satisfaction, adoption metrics, and business impact Monitor and guarantee compliance with SLA 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 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 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 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
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
Customer Retention & Growth
Advocacy & Feedback
Operational Excellence
Knowledge, Skills & Competencies :
Mindset and Approach
Experience and Qualifications
Working Conditions
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Customer Service Manager • Veneto, Italy
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