דרושים » שירות לקוחות » Head of Customer Success Management

As Director of Customer Success, you will lead a global team of Customer Success Managers (CSMs) and oversee the full post-sale customer lifecycle. This role is responsible for ensuring that our customers realize measurable value from the platform, achieve strong adoption maturity, and receive an exceptional customer experience. You will manage and develop a high-performing team that drives customer outcomes, retention, and expansion, while also owning initiatives that promote operational excellence across the Customer Success organization. This position reports to the VP of Global Customer Success.

Leadership & Team Management:
Lead, mentor, and develop a global team of up to 10 Customer Success Managers.
Establish clear performance goals, KPIs, and career paths for the team.
Drive a culture of accountability, collaboration, and continuous improvement.
Recruit, onboard, and develop top-tier CS talent as the team scales.

Customer Value & Success Outcomes:
Own customer value realization strategy, ensuring customers understand, measure, and achieve expected business outcomes.
Develop frameworks and playbooks to mature platform adoption across the lifecycle.
Guide customers through best practices in TPRM program operations and automation.
Partner with customers at the executive and operational levels to ensure strong alignment.

Customer Health, Retention & Growth:
Drive retention, renewal, and NRR by addressing risk and identifying expansion opportunities.
Oversee customer health scoring, QBRs, and success plans.
Collaborate with Sales on upsell and cross-sell strategies.
Ensure consistent delivery of world-class customer experience.

Operational Excellence & Cross-Functional Collaboration:
Partner with Product, Engineering, and Support to deliver customer feedback and influence roadmap priorities.
Standardize CS processes and implement scalable systems and automations.
Monitor and report on key CS metrics and performance.
Work with Marketing and Enablement on advocacy and education programs.

We are looking for a CSM with a proven track record to join our Customer Success team. This role reports to the Director of Customer Success and is a strategic member of our team.
In this role, you will be working with Fortune 500 companies to manage the customer relationship throughout the customer lifecycle while actively driving value for customers. Your main goal is to understand customers pain points and help them achieve the business outcomes based on your experience and capabilities.
To be successful in this role, you must have experience in software development and/or application security. You must be able to articulate technology in both technical and non-technical terms; that is, you should be able to have strategic conversations with C-level executives as well as perform technical deep dives with operational engineers.
Key Responsibilities:
Serve as the primary point of contact for our customers, building strong relationships and ensuring their success with our product(s)
Manage multiple accounts, from mid-sized enterprises through Fortune 500 companies, across different industries
Understanding the customers pain points, compelling events, business goals and objectives, success measures, and desired outcomes, drive the customer to success
Onboard new customers; increase product adoption and usage across your full customer base; ensure timely renewals while minimizing churn; and uncover additional opportunities for solving customer problems which lead to expansion
Align with technical stakeholders and executive decision-makers within our customers organizations, and conduct activities like regular project calls, periodic business reviews (QBRs, EBRs, etc.) to continuously drive new value and demonstrate the existing value to drive that relationship through
Act as a client advocate within the company by collaborating with internal teams, such as product development and customer support, providing feedback to help improve our product and services, and ensuring clients' needs are met
Ensure clients are trained on the Cycode platform, educating them on how to best administer and optimize their usage of our platform to drive ROI and real business impact and receive ongoing support
Proactively promote and educate customers on new features and capabilities added to the Cycode platform
Capture and document the specific use cases, configurations, and other factors related to the customers instance of Cycode throughout the customer lifecycle
Create advocacy and evangelism opportunities for customers

We're looking for a Customer Success Manager for our Sales Intelligence clients with a robust background in analytical skills to deliver value in a consultative manner to our clients. The CSM will serve as a strategic partner, assisting our customers in unleashing the full potential of the platform to optimize their sales strategies.
This role will report to the Team Manager, Sales Intelligence Customer Success, TLV.
Why is this role so important?
The CSM's ability to create relationships with the clients and help them extract real business value, using the platform, is essential to keeping clients engaged with us for years.
The CSM is on the front line, serving as a trusted advisor who brings our platform and data to life for the client
The CSM drives user engagement and adoption of our platform and helps identify growth opportunities by addressing the client's pain points
So, what will you be doing all day?
Your role as part of the Customer Success team means your daily responsibilities may include:
Manage a high-volume, scaled portfolio of 80-100 customers across multiple industries and lifecycle stages
Lead, manage, and expand long-term customer relationships
Focus on understanding the clients specific sales strategies, challenges, and objectives to drive positive business outcomes
Prioritize accounts using data-driven health indicators, intent signals, and segmentation models to focus effort where it drives the most impact
Share best practices and insights on lead generation, routing, and qualification processes with customers
Execute one-to-many programs - email campaigns, webinars, office hours, and scalable enablement plays to drive product adoption at scale
Deliver ongoing training and support, empowering customers to adopt a consultative selling approach to increase sales efficiency
Manage product implementation and monitor usage to ensure user engagement throughout the customer lifecycle
Develop and execute strategic customer success plans, deliver business reviews, and drive overall customer satisfaction
Identify and mitigate churn risks, implementing proactive measures to retain customers and enhance their experience
Continuously develop repeatable resources (e.g. templates, guides, recorded trainings, in-product guidance) that improve adoption without requiring manual 1:1 intervention
Collaborate with internal teams and stakeholders (Sales, Product, Legal, Billing, etc.) to align on commercial goals and product-related updates.

We are looking for a Technical Customer Success Manager (TCSM) to join our growing Customer Success Team who are a key in helping our valued customers achieve their strategic objectives and maximum value from their investment . This will include helping identify new use cases and growth opportunities by informing the customer of our latest innovations, and capabilities and matching these to the clients business goals, while also identifying revenue opportunities. The TCSM serves as the trusted advisor and the business liaison between the customer and all cross-functional teams , including our Executive team, Product Management, Engineering, Solution Architects, Training and Enablement, and others.

What you'll do:
Manage a portfolio of up to 30 accounts throughout their lifecycle with .
Build strong customer relationships by engaging early as the customer transitions from the PreSales phase to deployment. Work with customer and account teams to define success plans and strategy to meet customers objectives.
Guide the customer through the implementation phase, delivering use cases and value, leading them to an operationalized state.
Responsible for overall health and retention of the assigned customers, maximizing customer satisfaction (NPS scoring) and driving adoption and value for growth and reference-ability.
Reporting Risks and Wins internally to account team and externally to account sponsors and executives.
Understand customer product issues and feature requests in order to represent the appropriate priority and voice of the customer with the product team.
Establish regular cadence (Monthly, Quarterly, Digital) with each assigned customer, to provide guidance, review executive dashboards and open issues, and communicate program status. This includes delivering Executive Business Reviews to ensure alignment on goals and value realization.
Leverage Gainsight to track account activity, health score, risk, and other critical metrics.
Maintain current functional and technical knowledge of the platform and future products.
Drive up utilization of the platform and recommend additional features that can be leveraged to improve their security posture
Build trusted relationships with relevant, technical users and manage stakeholders within assigned accounts
Serve as a customer advocate to guide other resources towards achieving customer goals
Validate customer deployment and configuration align with business use cases.
Validate that use cases are appropriately captured and delivered in a timely manner
Maintain knowledge of 3rd Party solutions and integrations/interoperability with the platform within the assigned customer environments
Providing technical subject matter expertise where applicable aligned to the expected proficiency
Collaborating with Engineering, Product, Support and Sales teams to drive account success

seeking a Global Director of Customer Experience to lead and scale our worldwide Customer Success, Support, and Enablement organizations.
This executive role owns the companys end-to-end customer journey, from onboarding and adoption through support, retention, and growth ensuring a seamless, data-driven, and customer-centric experience across all touchpoints.

Reporting directly to the executive leadership team, the director will serve as a key member of the global management forum, shaping strategy, driving operational excellence, and fostering collaboration across Sales, Product, and Engineering to deliver measurable impact and customer value worldwide.

Key Responsibilities
Customer Experience Leadership
Define and execute the global Customer Experience strategy, ensuring a consistent, scalable framework for onboarding, implementation, adoption and customer lifecycle management.

Oversee adoption and retention initiatives, leveraging data and analytics to identify growth opportunities and reduce churn.

Partner with regional and cross-functional leaders to optimize engagement models for strategic, enterprise, and SMB segments.

epresenting the customer voice in strategic planning and product development discussions.

Customer Support & Operations
Lead the global Customer Support organization, ensuring best-in-class service delivery, responsiveness, and resolution quality.

Develop and implement multi-tier support frameworks with clear operational ownership across Support, Success, Product, and Engineering.

Drive automation, knowledge management, and self-service initiatives through advanced tooling, AI-powered support, and comprehensive documentation.

Establish and continuously refine global KPIs and SLAs (response time, resolution rate, CSAT, NPS), embedding operational rigor and transparency.

Enablement, Learning & Knowledge Strategy
Architect a unified enablement vision for customers and internal teams including training programs, onboarding playbooks, and digital learning experiences.

Develop scalable, multilingual education assets (manuals, tutorials, video content) to enhance customer proficiency and independence.

Ensure tight alignment between internal enablement (CS & Support training) and customer-facing content to maintain global consistency and excellence.

Leadership, Culture & Strategy
Build, mentor, and inspire high-performing, distributed teams across multiple geographies, fostering a culture of accountability, collaboration, and continuous improvement.

Establish global standards, processes, and governance to ensure alignment across regional operations and business units.

Serve as thesponsor for customer experience innovation, influencing product direction through actionable insights from the field.

Partner closely with the CRO, CPO, and CTO to align customer outcomes with business growth, product roadmap, and technical excellence.

We're looking for a Customer Success Manager for our Sales Intelligence clients with a robust background in analytical skills to deliver value in a consultative manner to our clients. The CSM will serve as a strategic partner, assisting our customers in unleashing the full potential of the platform to optimize their sales strategies.
This role will report to the Team Manager, Sales Intelligence Customer Success, TLV.
Why is this role so important?
The CSM's ability to create relationships with the clients and help them extract real business value, using the platform, is essential to keeping clients engaged with us for years.
The CSM is on the front line, serving as a trusted advisor who brings our platform and data to life for the client
The CSM drives user engagement and adoption of our platform and helps identify growth opportunities by addressing the client's pain points
So, what will you be doing all day?
Your role as part of the Customer Success team means your daily responsibilities may include:
Lead, manage, and expand long-term customer relationships
Focus on understanding the clients specific sales strategies, challenges, and objectives to drive positive business outcomes
Share best practices and insights on lead generation, routing, and qualification processes with customers
Deliver ongoing training and support, empowering customers to adopt a consultative selling approach to increase sales efficiency
Managing product implementation and monitoring usage to ensure user engagement throughout the customer lifecycle
Develop and execute strategic customer success plans, deliver business reviews, and drive overall customer satisfaction
Identify and mitigate churn risks, implementing proactive measures to retain customers and enhance their experience
Collaborate with internal teams and stakeholders (Sales, Product, Legal, Billing, etc.) to align on commercial goals and product-related updates.

We're looking for an Enterprise Customer Success Manager for our Sales Intelligence strategic clients with a robust background in analytical skills to deliver value in a consultative manner to our clients. The CSM will serve as a strategic partner, assisting our customers in unleashing the full potential of the platform to optimize their sales strategies.
This role will report to the Team Manager, Sales Intelligence Customer Success, TLV.
Why is this role so important?
The CSM's ability to create relationships with the clients and help them extract real business value, using the platform, is essential to keeping clients engaged with us for years.
The CSM is on the front line, serving as a trusted advisor who brings our platform and data to life for the client
The CSM drives user engagement and adoption of our platform and helps identify growth opportunities by addressing the client's pain points
So, what will you be doing all day?
Your role as part of the Customer Success team means your daily responsibilities may include:
Lead, manage, and retain long-term customer relationships
Focus on understanding the clients specific sales strategies, challenges, and objectives to drive positive business outcomes
Share best practices and insights on lead generation, routing, and qualification processes with customers
Deliver ongoing training and support, empowering customers to adopt a consultative selling approach to increase sales efficiency
Managing product implementation and monitoring usage to ensure user engagement throughout the customer lifecycle
Develop and execute strategic customer success plans, deliver business reviews, and drive overall customer satisfaction
Identify and mitigate churn risks, implementing proactive measures to retain customers and enhance their experience
Collaborate with internal teams and stakeholders (Sales, Product, Legal, Billing, etc.) to align on commercial goals and product-related updates

We are looking for a Technical Success Manager (TSM) to join our team and help deliver exceptional post-sales experiences for our customers. This role blends technical expertise, project management, and relationship management to drive successful deployments, accelerate time-to-value, and support ongoing adoption and growth.

What will you do?

As a TSM, you will act as both a technical advisor and deployment facilitator, ensuring our customers achieve success throughout onboarding, deployment, and beyond.

You will:

Lead customers through deployment journeys with structured project management and technical oversight.

Partner with Account Executives, Sales Engineering, and Support to deliver a seamless customer experience.

Act as a trusted advisor who balances technical guidance with strong stakeholder and relationship management.

Provide proactive technical resources and digital enablement to drive adoption, feature utilization, and long-term customer health.

Be the voice of the customer internally, ensuring needs and challenges are addressed with urgency and care.
This role requires an individual who is highly technical, customer-focused, and organized-capable of balancing detailed deployment oversight with high-level strategic engagement.
Responsibilities:

Deployment Leadership: Onboard and guide customers through full deployment cycles, ensuring milestones, timelines, and deliverables are met.
Technical Advisory: Act as a subject matter expert during deployments, incidents, and ongoing usage; provide technical guidance on security architecture, integration, and best practices.
Stakeholder & Relationship Management: Build strong relationships with customer stakeholders; manage expectations, communicate risks, and serve as the trusted technical point of contact.
Cross-Functional Collaboration: Work with Support, Product, Engineering, and Services teams to align on customer outcomes and ensure timely issue resolution.
Incident Management: Serve as the customers advocate during incidents and outages, coordinating internal response and communication.
Enablement & Content Creation: Develop technical content, learning sessions, and webinars to improve customer adoption and experience.
Reporting & Metrics: Provide regular cadence reporting on key success indicators (e.g., feature adoption, deployment progress, customer maturity).
Pre-Sales Services Support: Collaborate with Sales and Solutions Engineering to position post-sales service offerings when relevant, ensuring alignment and fit.

As a Customer Success Manager, youll manage client onboarding, expansions, and renewals while leveraging technical expertise with a strategic business mindset to build strong customer relationships and identify growth opportunities. Join our innovative CS team to drive success and collaborate with Sales, Product, Solutions, and Support teams.

Responsibilities
Serve as the primary point of contact for assigned customers, ensuring seamless onboarding, training, and adoption.
Lead discovery meetings with key users and stakeholders from customers and partners to position Titan as a core system and focus on maximizing its value.
Build strong relationships with key stakeholders to drive engagement and long-term success.
Identify upsell and expansion opportunities by aligning product capabilities with customer needs.
Analyze customer usage data to proactively address risks and drive retention strategies.
Conduct regular business reviews and proactively address issues to drive customer satisfaction and retention.

We are looking for an Enterprise Customer Success Manager for our Enterprise business. The CSM will join and lead our CSM team and will empowering customers teams to fulfill their goals. By being experts of the monday.com platform, we can provide a unique level of consultation and inspiration to our customers.
About The Role
Build strong relationships with our clients to understand their needs and ensure their success with our company & monday.com
Serve as the main point of contact and liaison between our clients and the rest of the company team
Empower customers to connect their goals and challenges with the solution in monday.com
Take ownership of new accounts and manage their onboarding
Leverage behavioral data to segment your book of business and develop communication strategies driving the greatest impact at scale
Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product
Stay in touch with clients to ensure that they're realizing the full potential of monday.com and our company capabilities
Build, own, and execute client success and engagement plans
Navigate client organizations to uncover additional product applications & opportunities for partnership
Spearhead internal cross-functional improvement projects
Represent voice of the customer and influence monday.com or our company product development roadmaps.