Customer Success Manager

We are now looking for a Customer Success Manager to join our growing team across Europe based in Italy and native Italian speaking with excellent English language skills.
This is an exciting opportunity to join a rapid growth company that will significantly change the way pharmaceutical companies collect and analyse field insights.
ADVANCE®AI is an exciting new technology-based SaaS company in the pharmaceutical service sector
The core service has been developed in collaboration with IBM, the original innovators in Artificial Intelligence (AI) and still one of the world’s leaders in continually developing this technology
ADVANCE®AI provides pharma leaders everyday visibility of the quality of the conversations taking place between their field-based teams and Health Care Professionals (HCPs)
This everyday visibility is provided on KPI dashboards that are updated daily in real-time
The Customer Success Manager (CSM) is responsible for the successful delivery, adoption, and ongoing development of assigned ADVANCE®AI programs. Acting as the primary day-to-day contact for clients, the CSM builds strong strategic relationships with stakeholders across Commercial, Medical, and Operational functions to ensure customers achieve measurable value from ADVANCE®AI solutions.
Working closely with the VP Customer Success and cross-functional internal teams, the CSM coordinates customer onboarding, program rollout, training, engagement, and ongoing support activities to ensure successful execution against agreed objectives, timelines, and success metrics. The role requires proactive management of customer needs, identification of potential risks and opportunities, and continuous alignment between customer expectations and ADVANCE®AI capabilities.
The CSM also plays a key role in driving customer satisfaction, retention, and growth by supporting renewals, identifying expansion opportunities, facilitating strategic business reviews, and translating customer feedback into actionable recommendations for product and service evolution. This position requires a highly motivated, consultative, and customer-focused individual who thrives in a fast-paced, high-growth SaaS environment.
KEY ACCOUNTABILITIES
Manage the day-to-day operational delivery of assigned customer programs, ensuring projects are executed according to agreed timelines and objectives.
Coordinate and support customer onboarding, program rollout, and end-user training to ensure successful implementation and adoption.
Deliver ongoing customer support, training sessions, workshops, and best-practice guidance to maximise platform adoption and program success.
Monitor customer engagement, platform usage, and program performance to identify risks, improvement areas, and adoption opportunities.
Support the development of customer advocacy initiatives including testimonials, success stories, referral opportunities, and reward or recognition programs.
Translate AI-generated analysis and customer data into actionable insights and strategic recommendations for customers.
Maintain a high level of operational discipline by ensuring all internal and external project documentation, trackers, meeting notes, timelines, and customer records are accurate and up to date.
Ensure a high standard of responsiveness, organisation, and customer service across all assigned accounts.
CROSS-FUNCTIONAL COLLABORATION
Collaborate cross-functionally with Operations, Product, Technology, Analytics, and Customer Success leadership to resolve issues and support customer needs.
Collect and communicate customer feedback to support continuous product, service, and process improvements.
RENEWAL & GROWTH SUPPORT
Support renewal discussions by tracking program outcomes, customer satisfaction, and delivered value.
Identify opportunities for