דרושים » שירות לקוחות » Customer Success Manager - CSM

We are looking for an action-oriented and self-motivated individual to join our growing managed services team. The mission of the Customer Success Manager is to ensure that our customers realize the total value of the offerings and services they have purchased from us, ultimately maximizing renewals and upsell opportunities.

This is a post-sales, customer-centric role in a fast-paced environment that demands interaction with customers at senior levels and internal/external technical subject matter experts. Successful candidates will have outstanding communication skills, a proven track record of successfully interacting with customers regarding business and technical interests, and a solid technical background, especially AWS and Salesforce. The Customer Success Manager will have extensive experience managing key accounts and issues to completion with little or no direction and a passion for ensuring a world-class customer experience.

Summary of Key Responsibilities:
Become the trusted advisor and partner for our key accounts in IL.
Manage the post-sales customer journey for your book of business from Onboarding through Renewal and Advocacy, utilizing a growth mindset throughout to uncover upsell and cross-sell opportunities.
Partner closely with the customer executives and key stakeholders to ensure metrics for success are agreed upon and a mutual success plan of action is in place.
Meet regularly with customers to ensure the maximum value of the contract is being attained and continually verify and document customers' objectives, requirements, and value that they receive from our service.
Create key customer deliverables (presentation, recommendations, and risk mitigation plans).
Develop an understanding of each customers business and managed services needs, providing proactive recommendations that support the customers roadmap and vision.
Generate reports on our managed services offerings, providing insight and recommended next steps to maximize the customers ROI.
Strategically manage your portfolio via robust account plans - prioritizing your business book by renewals, expansions, and risk.
Be the voice of the customer inside the organization, driving process improvements and product roadmap decisions based on your frontline visibility of the key accounts.
Identify root causes of customer churn and possible client dissatisfaction and engage appropriate team members from cross-functional teams to help address underlying causes of churn and dissatisfaction.
Demonstrate your understanding of our offering, administrative procedures, and organization to effectively answer customers questions in a timely fashion.
Maintain an understanding of our competitor offerings (i.e., price, offerings, service, or solution) to communicate the advantages effectively.
Meet or exceed monthly and annual revenue objectives.

We are a global leader in hybrid cloud security. We bring a new approach that uses the attackers perspective to find and remediate critical attack paths across on-premises and multi-cloud networks. The Cyber platform enables companies to rapidly prioritize and respond to cyber risks affecting their business-sensitive systems. Our Customer Onboarding Managers (COM) are the face of us to our new customers, during their onboarding phase; they play a critical role in their long-term success. The Customer Onboarding Manager helps new customers adopt and realize value from the Cyber platform quickly and effectively, setting them up for long-term success.
Responsibilities:
* Manage a portfolio of onboarding projects, ensuring that the projects are consistently delivered on time and with quality.
* Managing, assigning, and conducting onboarding meetings, product demos, company presentations, workshops, and training.
* Partner with customers to understand their business processes, deployment goals, and requirements and provide product information to serve those goals. Work closely with clients to configure our SaaS. solutions to align with their business needs, providing technical expertise and recommendations.
* Project Management: Develop and manage project plans, timelines, and milestones to ensure successful onboarding, tracking progress, and proactively addressing any roadblocks. Effectively manage all project communication, both internally and externally.
* Educate and enable customers on our products and best practices, drive the onboarding to deliver fast time to value.
* Collaborate with the team, identify and eliminate roadblocks that can be onboarding risks, and coordinate with internal resources to ensure resolution.
* Issue Resolution: Address technical issues, troubleshoot problems, and collaborate with cross-functional teams, such as product development and support, to provide timely solutions.
* Feedback and Improvement: Gather client feedback and insights to improve the onboarding process and provide recommendations for product enhancements.
* Customer Relationship Management: Build strong, lasting relationships with clients, serving as the primary point of contact during the onboarding phase.
* Work closely with CSM and Sales to ensure smooth hand-offs through the customer journey.

We are seeking an accomplished and strategic Senior Director of EMEA Customer Success to lead and expand our Customer Success organization across the EMEA region.
As a Senior Director of EMEA Customer Success, you will...
Lead, staff, and strategically grow the EMEA Customer Success organization, encompassing multiple teams and locations across EMEA
Provide executive leadership and strategic direction to Customer Success Managers and Technical Success Managers, fostering a high-performance culture and ensuring operational excellence across all EMEA teams
Provide leadership through coaching, feedback, development goals, and performance management
Mentor managers and team members with regards to the customer journey and driving customer happiness and help the team adopt and establish value in the products and platform
Work with the internal teams like Account teams, Product, Solution Engineering, Training, and external customer stakeholders to formulate/maintain a Success Plan outlining how we address our immediate and future needs (with success metrics)
Refine and implement the methods, procedures, tools, and policies to ensure high-quality service is delivered to customers
Well-versed in using case management systems and CRMs (e.g., SFDC / JIRA) and strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customers investment
Maintain a deep understanding of our product and roadmap, so you can guide customers to success so you can help drive up their Adoption Score, and ensure a high level of technical knowledge is maintained within the Customer Success Team
Establish and manage communication channels within and among departments. Act as the liaison to provide customer feedback to the Senior Management Team
Work with your team to schedule, prepare, and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals, expansion, and adoption
Own and drive customer adoption and usage for the customers and help your team Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth
Understand the customers industry trends, business challenges with the platform, and current and potential use cases for our customers and develop and nurture our champions within your customers organization who advocate for the platform based on their positive experience
Engage customers senior decision makers to understand their evolving strategy and shaping Success Planning informed by these goals, and serve as the voice of the customer and provide internal feedback on how we can better serve them to maximize customer value and retention
Partner with the Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage and monitor customer user trends and health to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.).

We are looking for a dynamic, high-performing team player who thrives in fast-paced environments to join our Customer success team. If you are experienced with online marketing solutions, enjoy communicating, helping others and providing long-term solutions to your customers, then this is the role for you.

The Scaled Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering customers to fulfill their marketing goals. By being experts of the platform, we are able to provide a unique level of consultation and inspiration to our customers. We are an energetic, empathetic and passionate team that enjoys teamwork and taking on new challenges in this dynamic environment.

This CSM role focuses on scalability. Scale CSMs engage with customers through both 1:1 interactions for high-touch objectives and 1-to-many (1:N) success programs that drive impact across target customer segments. The team leverages robust customer data to identify opportunities to deliver greater value through broader and more advanced use of our products.

Responsibilities:
Identify, design and achieve the customer's goals in a short-term relationship
Act as a consultant when it comes to analytics, and grow clients usage of the platform.
Work closely with our developers and technical teams to ensure customer satisfaction.
Contribute ideas and practical solutions to ensure customers contentment.
Continuous improve and actively contribute to the processes and procedures of the team.
Represent the voice of the customer and influence product development roadmap.

We are looking for a highly driven and customer-focused Account Manager to join our Sales team. In this role, you will be responsible for managing relationships with existing customers, driving renewals, and identifying opportunities for expansion and upsell. You will serve as the primary point of contact for key accounts, ensuring they maximize the value of our solutions.

Responsibilities
What Youll Be Doing

Own and manage relationships with existing customers, ensuring high satisfaction and engagement.
Drive contract renewals and proactively manage the subscription lifecycle to maximize retention.
Identify upsell and expansion opportunities, collaborating with internal teams to drive additional value for customers.
Partner with Customer Success and Technical teams to ensure smooth onboarding, adoption, and continued success.
Maintain a deep understanding of the company offerings to effectively communicate value propositions and align solutions to customer needs.

We are looking for a Customer Success Manager.
As a Customer Success Manager you will join a small team that moves fast.
Together with the team, you will provide top-notch service to our customers, and support the rollout of a new product and features to the market. Youll be expected to execute fast but, more importantly, to solve problems and find long-term solutions that can be implemented as new processes, products, or features.
Responsibilities (or what youll be doing):
You will join a CS team in its early stage so there's a lot of room for creativity and building processes from scratch. You will be expected to contribute and improve current methodologies.
Help customers succeed and provide support both on the technical level and on the business side.
Onboarding new customers to be able to use our platform
Building and teaching technical courses on the platform
Deliver excellent support to customers, understand their needs, and ensure their success.
Serve as the main point of contact while acting as a liaison between clients and the rest of the team.
Provide customers with Introduction and training of new features in order to maximise the usage and educate them through marketing and product documents.
Maintain a comprehensive and updated knowledge base - Analyze customer usage data, gather insights and lessons
Provide internal customer feedback.

Customer Success Managers
We are seeking for the one who will become a key contributor to grow our existing customer base and improve the quality and experience of all our customers. The Customer Success Manager will bring Applauses best ideas, innovations, and capabilities to their portfolio of customers and match these to the customers' business goals, driving greater business value to our clients. You will also serve as the point for issues that impact the customer's success and drive risk mitigation. The ability to work cross-functionally between Sales, Project Management / Delivery and Finance.
The Customer Success Manager will engage, retain and drive customer's satisfaction, will serve as the advocate for each customer beginning from the point of sale and extending through onboarding and project success, and accelerates the expansion within each account.
Were a good fit for hungry, creative, self-starters who like to build things, and who take work just a bit too seriously. We offer outstanding benefits; we have fun, and we push one another hard to achieve ever-greater results in our march to reinvent how companies TEST their software apps. Not to mention a career with tons of potential to grow within the company. Let us help you build yours!
Key Responsibilities: Drive toward attainment of customer renewal/retention/churn goals Partner closely with Account Executive and extended account team members Own the customer relationship on behalf of Applause Serve as an internal advocate for customer products and services needs Work collaboratively with other sales leaders as well as leadership in other functional groups Plan and achieve quarterly and annual metrics and goals; report on progress to the executive

Cyberint, a market leader in External Risk Management (ERM), empowers organizations to proactively detect, respond to, and remediate external threats. Following our acquisition by our company, we are expanding our global footprint and evolving our Customer Success strategy to better serve our growing the small tier customer base.
We are seeking a Global Customer Success Manager (CSM) to join our newly formed small-focused team. This role is ideal for someone who thrives on data, process optimization, and scalable customer engagement strategies.
As a Global CSM for small accounts, you will play a critical role in delivering value at scale. You will manage a portfolio of small to mid-sized customers, leveraging automation, analytics, and digital touchpoints to drive product adoption, retention, and satisfaction. This is a high-impact, back-office role with global visibility and strategic importance.
Key Responsibilities
Own the end-to-end customer journey for small accounts globally, from onboarding to renewal.
Develop and execute data-driven engagement strategies to improve product adoption and customer health.
Monitor customer usage trends and proactively identify risks and opportunities.
Collaborate with Product, Marketing, and Support teams to deliver personalized yet scalable experiences.
Build and maintain automated success programs (e.g., email cadences, in-app messaging, webinars).
Analyze customer feedback and usage data to inform internal stakeholders and improve offerings.
Maintain accurate records in Salesforce and other CS tools to track engagement and outcomes.
Contribute to the continuous improvement of internal processes and playbooks for the small tier success.

We are looking for a Senior Customer Success Manager.
As a Senior Customer Success Manager, you will be responsible for nurturing and growing relationships with core customers worldwide and working with internal teams to ensure the best possible customer experience.
This position requires flexibility with a mix of business, operational, analytical, and support tasks.
Responsibilities:
Manage relationships with key customers through all lifecycle stages (from initial onboarding to existing partnerships) across the world and in multiple time zones.
Build long-term relationships with customers to ensure retention and develop new business opportunities.
Identify customer pain points and work closely with internal teams (business, ops, product, R&D) to prioritize solutions and improve the overall customer experience.
Monitor customer activity and prepare reports/analytics to take a proactive role in reaching and exceeding business KPIs.
Help define and manage various internal processes required to ensure the best possible experience for our customers.

We are looking for a Customer Success Manager.
Customer Success Manager is responsible for building and maintaining relationships end to end with our customers to enable them realize value from platform.
As a trusted advisor you will leverage your domain expertise and ability to frame problems and find solutions to help customers drive adoption and achieve business outcomes.
You will be working closely with Sales, Sales Engineering, Services, Support, Product Management and Customer Success teams to ensure our customers success - ultimately driving growth and securing the renewal.
What You'll Do:
Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals. Measure, monitor and report internally and externally to Customer Sponsors.
Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions.
Work closely with Sales to provide insights to customers about applicability of new features in and identify additional business use-cases.
Develop, nurture and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption.
Translate customer product usage data into actionable advice for customers.
Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, and Product partners
Provide customers contract utilization pacing in regular account Health Checks towards renewal.
Provide customer upsell and expansion recommendations for platform products, partnerships, services, and cloud network partners across the full lifecycle in regular account check-ins.
Assist and provide expert deployment and operational best practices in all customer communication channels including in-person, email, web calls, slack, and mobile options.
Work cross-departmentally to find business outcomes oriented solutions to complex scenarios and integration issues.
Strong knowledge of Customer Success best practices with experience defining processes to promote adoption.
Understand customer health scoring and predictive risk management to prevent and resolve renewal risk while managing customer escalations.
Continuously drive communication and customer advocacy to ensure an orchestrated customer experience.
Work transparently to surface customer problems and allow others to participate in solving them.