Customer Success Manager


Location: Rishon LeZion
Department: Customer Success
Employment Type: Full-time


Description

What are we looking for?
The ideal candidate will have a passion for clients, gumption when facing obstacles, curiosity about customers’ business needs with the ability to custom tailor solutions for a variety of scenarios. Our CSMs are assigned strategic accounts for building customer loyalty and satisfaction, consistent with customer retention and growth objectives.

What will you do?
  • Establish and maintain customer satisfaction across named accounts through account planning, proactive client communications, issue remediation and containment, and performance measurement
  • Work with the technical onboarding specialists throughout the onboarding process
  • Ensure customers receive the upmost value from the DataRails product
  • Build and execute an account-specific relationship framework including regularly scheduled status calls, quarterly value reviews, account documentation, reference management and account planning sessions
  • Ensure customer renewals and generate up-sell opportunities
  • Serve as the primary client contact and advocate for day-to-day and escalated issues and requests


Requirements


What should you have?
  • Experience in support, analyst, pre-sale, post-sale or related positions
    • Experience in SaaS – major advantage
    • Experience with Fortune 500 companies – advantage
  • Strong technical orientation
  • Excellent English (native – advantage)
  • Exceptional interpersonal, listening, written and verbal communication skills are a must
  • Proven track record of successfully building and nurturing multi-level client relationships
  • Superior critical thinking, decision making and problem-solving skills
  • Success-oriented spirit with focus on customer delight
  • Project management experience with excellent organizational skills
  • Ability to tailor message formats and contents to the audience and be heard
  • Ability to lead and motivate, develop clear and creative solutions to complex problems and manage multiple initiatives simultaneously
  • Comfortable dealing with complex customer relationships, decision processes and competing agendas
  • Previous experience working successfully with quarterly targets
  • Bachelor’s degree
  • Willingness to work Monday to Friday with at least 50% US hours
  • Willingness to travel



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