We're looking for an experienced, business-oriented CSM Team Lead to lead our Customer Success team and help our customers maximize the value .

This role combines team leadership with commercial ownership, focusing on customer retention, product adoption, expansion, and revenue growth. You'll be responsible for coaching the team, strengthening customer relationships, reducing churn, and driving business outcomes while working closely with Sales, Product, and Technical Support.

What youll do:

Lead, mentor, and develop a team of Customer Success Managers.
Drive customer adoption, retention, and long-term customer success.
Build strong relationships with Israeli customers and act as the primary escalation point when needed.
Identify upsell and cross-sell opportunities to increase customer value and company revenue.
Develop strategies to reduce churn and improve customer health.
Monitor team performance and Customer Success KPIs, ensuring continuous improvement.
Collaborate closely with Sales, Product, Marketing, and Technical Support to deliver an outstanding customer experience.
Coach team members through regular feedback, training, and professional development.
Improve Customer Success processes, playbooks, and best practices.

Required Customer Experience Associate
About The Position
We are 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.
About the Role:
Our Customer Experience (CX) team is the face and heartbeat of helping our customers succeed. Were looking for a Customer Experience Associate who lives and breathes CX - youll be the point of contact for our customers across multiple channels, and the quality of every interaction you deliver will directly shape how customers feel about us.
In this role, you will:
Provide multi-channel support (tickets, chat, phone), ensuring every interaction is empathetic, professional, and solution-driven.
Become an expert in our products and proactively help customers unlock their full value.
Champion the customer voice internally-sharing insights and feedback that turn into actionable changes to influence our product, training, and processes.
Identify knowledge gaps, simplify flows, and suggest improvements that elevate the overall experience.
Collaborate with teammates and cross-functional partners to drive a seamless, customer-first journey.