דרושים » שירות לקוחות » CX Knowledge Base & Enablement Manager

About Tailor Brands We are Tailor Brands , a company at the forefront of helping small businesses succeed. Our all-in-one platform empowers over 40 million entrepreneurs worldwide to launch, manage, and grow their businesses. At the heart of our solution is the Guidance Engine , which creates a personalized plan for every new business and simplifies the entire journey — from the first idea to long-term growth. More than just providing tools, we see ourselves as partners to our customers, offering a support system and practical guidance throughout their business-building journey. Why this role matters Our Customer Experience (CX) team is the face and heartbeat of helping our customers succeed. We’re looking for a Customer Experience Team Lead who lives and breathes CX- relentlessly proactive, data-obsessed, and wired to drive change. You’ll lead a high-performing combination of in-house and outsourced team to remove friction, elevate quality, and create experiences customers rave about.
What you’ll do
* Lead, mentor, and inspire a team of in-house Customer Experience Specialists and manage an outsourced Support Center.
* Manage team performance, ensuring they meet Tailor Brands' quality and efficiency.
* Own and optimize CX KPIs, including response time, resolution rate, CSAT, and NPS, leveraging data-driven insights to enhance the customer experience.
* Be the voice of the customer, working closely with Product, Marketing, and R&D teams to improve our offerings based on real user feedback.
* Develop and implement scalable support strategies, ensuring efficiency in customer interactions.
* Drive automation and self-service initiatives, reducing ticket volume while improving customer satisfaction.
* Manage escalations, providing expert problem-solving and guidance to the team.

Our Customer Experience (CX) team is the face and heartbeat of helping our customers succeed. Were looking for a Customer Experience Team Lead who lives and breathes CX- relentlessly proactive, data-obsessed, and wired to drive change. Youll lead a high-performing combination of in-house and outsourced team to remove friction, elevate quality, and create experiences customers rave about.
What youll do:
Lead, mentor, and inspire a team of in-house Customer Experience Specialists and manage an outsourced Support Center.
Manage team performance, ensuring they meet our quality and efficiency.
Own and optimize CX KPIs, including response time, resolution rate, CSAT, and NPS, leveraging data-driven insights to enhance the customer experience.
Be the voice of the customer, working closely with Product, Marketing, and R&D teams to improve our offerings based on real user feedback.
Develop and implement scalable support strategies, ensuring efficiency in customer interactions.
Drive automation and self-service initiatives, reducing ticket volume while improving customer satisfaction.
Manage escalations, providing expert problem-solving and guidance to the team.

Being a worker is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If thats bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, were waiting with open arms. Come join us.
What will you do?
Own a portfolio of 2535 enterprise (large) accounts ( both Israel & global clients) and deliver a high-touch, strategic customer success approach.
Build and execute tailored customer success plans aligned with business objectives, adoption milestones, and measurable outcomes.
Lead key customer engagements including Executive Business Reviews, roadmap alignment, technical enablement, and account planning sessions.
Champion platform adoption through multithreaded stakeholder engagement and position our company as a strategic partner in business transformation.
Become a trusted advisor by deeply understanding customer goals and driving long-term value through proactive success planning.
Collaborate cross-functionally with Product, Sales, Marketing, Services, and Development teams to represent the voice of the customer.
Support growth by identifying upsell and cross-sell opportunities, partnering with Account Managers on deal strategy and Renewal Managers on retention planning.
Monitor customer health using data-driven insights to mitigate churn risks and sustain high levels of customer satisfaction and net retention.
Promote customer advocacy by aligning platform value to strategic outcomes and fostering long-term relationships.
Maintain detailed and up-to-date account documentation, including stakeholder maps, strategic success plans, and engagement materials.

We believe every challenge is an invitation to innovate. Were looking for an Enterprise Customer Success Manager (Russian Speaker) to help us shape the future of measurement. In this role, youll work with talented professionals across the globe, within a culture that values curiosity, collaboration, and personal development. If you're ready to bring your skills to a global stage, this is your chance to make an impact.
About the role:
As a key member of our Customer Success team, you'll partner with some of our largest enterprise clients to drive product adoption, deliver strategic guidance, and ensure measurable business impact ,all while serving as their trusted advisor and voice within.
What Youll Do
Manage enterprise accounts across technical, business, and product aspects, ensuring alignment with client goals
Own the customer journey post-sale, including training, feature adoption, and strategic business reviews
Act as the bridge between clients and internal teams by sharing feedback with Product and R&D
Provide proactive updates on product releases, changes, and relevant content
Identify and lead upsell opportunities in collaboration with Sales
Facilitate webinars, workshops, and education sessions tailored to client needs
Partner with Marketing, Sales, and Partners teams to support growth in the region.
Please apply your CV in English.

?MazeBolt was named number #11 of the 2024 DUNS 100 top companies to work at in Israel. Together, we’ve built more than just a workplace; we’ve built a culture of trust, teamwork, and innovation. This is an opportunity to join a fast-growing startup company composed of skillful team players, working closely with each other and a continuously growing worldwide customer base. MazeBolt empowers organizations to shift from reactive DDoS firefighting to proactive resilience - ensuring business continuity, customer trust, and measurable risk reduction. RADAR™ by MazeBolt is the patented DDoS Vulnerability Management solution that enables organizations to avoid downtime and safeguard business continuity through nondisruptive, continuous DDoS testing - proactively validating every layer of deployed DDoS security and addressing both current and evolving AI-driven threats.

Job Description:
MazeBolt is seeking a highly skilled Senior Customer Success Manager and Presale to join our growing team. This strategic role bridges technical expertise with customer engagement, ensuring that our enterprise customers achieve their business objectives through MazeBolt’s cutting-edge security products. This is a key role in MazeBolt’s success. You will serve as both a trusted advisor and technical expert, working directly with customers from onboarding through adoption and long-term success. You will also play a key role in supporting the global sales team by delivering technical presentations, guiding proof-of-concepts, and ensuring smooth evaluations that lead to customer wins and renewals. You will be managing our customers and making sure all get the value they deserve and that the value is delivered through excellent service and account management. This position requires someone with strong cybersecurity and networking knowledge, excellent communication skills, and the ability to thrive in a fast-paced, startup environment.

Duties and Responsibilities:
Customer Success & Account Management
* Serve as the primary point of contact for enterprise customers, including Fortune 500 organizations
* Manage the full customer lifecycle including onboarding, adoption, renewal, and expansion
* Understand customer pain points, compelling events, business goals, and success measures and align MazeBolt solutions to meet those objectives
* Conduct regular touchpoints such as QBRs/EBRs and ongoing strategic reviews to demonstrate value
* Drive product adoption and usage while minimizing churn and ensuring timely renewals
* Act as the customer advocate internally by relaying feedback to product, support, and management teams
* Analyze system usage to recommend additional services, training, or solutions to maximize value
* Lead customers through technical project lifecycles: architecture design (HLD, LLD), installation, configuration, documentation, and validation
* Troubleshoot and resolve complex networking/security issues to ensure resilience, compliance, and performance goals
* Map customer network topologies and translate requirements into product solutions
* Partner closely with Professional Services to deliver seamless implementations
* Educate customers on best practices for using MazeBolt’s products, ensuring security visibility and remediation success
* Respond to functional and technical elements of RFIs/RFPs PreSale Support
* Support the global sales team in presale activities, including technical presentations, product demonstrations, and evaluations
* Gather customer requirements and translate them into solution designs
* Create and manage Proof of Concepts (POCs) to ensure successful outcomes
* Assist customers in preparing infrastructure for product deployment
* Work with account teams to identify upsell and cross-sell opportunities by uncovering additional use cases Reports to : VP Services Office Location : Ramat Gan, Israel

At our company, were reinventing DevOps to help the worlds greatest companies innovate -- and we want you along for the ride. This is a special place with a unique combination of brilliance, spirit and just all-around great people. Here, if youre willing to do more, your career can take off. And since software plays a central role in everyones lives, youll be part of an important mission. Thousands of customers, including most of the Fortune 100, trust our company to manage, accelerate, and secure their software delivery from code to production -- a concept we call liquid software. Wouldn't it be amazing if you could join us in our journey?
At our company, self-service is a top priority, sponsored directly by company Leadership. Content and Self-Service are at the core of our company Customer Success strategy, both internally for our team and colleagues and externally for our customers.
As a Customer Success Knowledge Manager in our company you will...
Transform the way content is presented to our customers by implementing innovative solutions in our Help Center
Manage and direct the creation of professional and creative content
Work with the teams researchers to measure content effectiveness, set targets, and if necessary revise content until user targets are met and engagement increases
Work with the teams developers to automate publication and validation processes
Interact with our company customers to better understand how they use our company content
Foster a culture of knowledge-sharing, contribution, and transparency
Build relationships and identify partners across the organization to help promote a knowledge everywhere approach.

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.

Were looking for a strategic and execution-driven Senior Customer Success Operations Manager to help us scale and optimize our global CS and Support organization .

This individual will own the systems, data, and workflows that power our ability to deliver best-in-class customer experiences across segments, regions, and use cases from MSSPs to enterprise red teams.

This role is central to driving our operational maturity forward: from tooling and automation to customer health modeling and performance visibility across 1000+ accounts.




What You'll Own

Systems & Tooling

Lead the implementation and optimization of key tools (e.g., Gainsight, SFDC, Databricks) to support CS workflows, renewals, adoption tracking, and support ops
Partner with Product, R&D, and Support teams to align tech stack with EV/EM rollout phases and customer lifecycle milestones
Own ongoing configuration and governance of Salesforce for CS use cases including playbooks, task flows, renewal views, and reporting
Serve as the go-to SME for Gainsight (a plus) health scores, CTAs, journey orchestration, and adoption triggers


Data & Insights

Build scalable reporting models to track CS performance, GRR/NRR trends, usage signals, and early warning indicators
Design customer health scoring models using both structured inputs (e.g., ARR, support trends) and behavioral and adoption signals
Drive quarterly CS insights for leadership reviews and board presentations


Strategy & Enablement

Drive operational alignment across CS, MSSP, and Support teams to ensure SLAs, success plans, and validation strategies are measurable and scalable
Support customer segmentation and service tiering (e.g., Core Defense / Adaptive Security / Offensive Advantage) with relevant data views and automation
Partner with CS leadership on forecasting, headcount modeling, and compensation design support

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 looking for an outstanding Customer Support operation to join our team and be part of an amazing group that takes care of the world largest enterprise customers. We are always there to protect our customers' data in every hardware/software problem they have, and We do that in 24/7 shifts, combining working from home and from our office at Herzliya Pituach. This role is highly operational and always grows in scope and responsibilities. This is a great team to join in and grow from, at a company that has a very well-established product-market fit. We need someone that shares this commitment and mission. If multitasking, outstanding customer support and teamwork are no strangers to you - your place is with us.
Responsibilities:

* Initiate and manage all on-site customer activities - logistically and operationally
* Engage with a variety of teams and interests (Tier-3 Support, Technical Advisers, Global Operations etc.)
* Provide initial assistance to incoming phone calls and email queries related to our product
* Maintain and constantly improve an internal knowledge base and workflows