דרושים » שירות לקוחות » Customer Experience Team Lead

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.

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 Customer Education Team Lead to take ownership of our customer learning strategy, team performance, and operational excellence. In this role, youll lead and scale key education programs, including our AI educational experience, help center, customer community, video content our customer academy and in product education, webinars. Youll be responsible for ensuring each of these channels delivers clear, actionable, and engaging learning experiences that drive user enablement and product adoption. You'll also manage a growing team, coordinate cross-functional initiatives, and continuously optimize content delivery using performance data and feedback.

Key Responsibilities:
Lead the team: Manage onboarding, hiring, sprint planning, and professional growth across the customer education team
Optimize AI and data use: Utilize AI and track data and self-service metrics to guide improvements in automation and education strategy

Set the strategy: Define and align the teams OKRs, project priorities, and content roadmap with company goals

Oversee content quality: Review and approve Help Center articles, video scripts, academy videos, community posts, in-product messaging and more to ensure high clarity and tone

Manage high-impact projects: Own large-scale education initiatives from planning through execution

Drive operational excellence: Implement tools and workflows to improve the teams efficiency and output

Partner across teams: Collaborate with Product, Support, Customer Success and other teams to align content with key initiatives

Were looking for a Head of Customer Success Management to own the end-to-end customer journey and ensure our clients achieve maximum value from our platform. This role will lead the team responsible for onboarding, adoption, retention, and growth across our customer base. The person in this role will act as both a strategic advisor to clients and the voice of the customer internallypartnering with Product, Sales, and Data Analytics to drive alignment and translate client needs into impactful initiatives.

What you'll do:

Lead and mentor a team that manages client relationships and ensures successful outcomes.
Develop playbooks and processes to drive engagement, adoption, and long-term partnerships.
Act as a senior sponsor for key accounts, building trust and influence at senior levels.
Lead some of strategic projects hands-on.
Own metrics for customer retention, expansion, and satisfaction.
Guide teams in executing client-facing projects end-to-end: gathering requirements, aligning with Product/Engineering, and delivering measurable results.

We are looking for a passionate, customer-focused Customer Success Manager to lead the implementation and ongoing success of our product for our customers. As a CSM, youll be the trusted advisor and main point of contact for finance professionals - from mid-level managers to C-suite executives - helping them unlock the full potential of CONNECT. This is a fantastic opportunity to apply your FP&A knowledge in a tech-forward environment, drive high-impact engagements, and join a growing team with lots of room for professional growth.
What You'll Do:
Leverage our product to deliver clients impactful, real-time reporting solutions across Excel, ERP, CRM, and HRIS systems. Seamlessly access and integrate data from multiple sources-directly within Excel.
Provide recommendations for possible process changes to help optimize current procedures and maximize outcomes.
Build long-term strategic relationships with customers, gather requirements, and follow through with necessary financial reporting support.

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.

Were looking for a Director of Training to build and lead our comprehensive training strategy and execution across customers and internal teams. Youll be the go-to expert ensuring our global workforce and customers can maximize the value of our maritime AI solutions.

Youll be diving deep into maritime domain expertise and product knowledge to create world-class training experiences that scale globally.

Reports to: VP Business Services

What Youll Own

Training development

Build ongoing product and solutions training curricula to keep customers and internal teams current with our evolving AI solutions
Manage certification programs and compliance training requirements
Create maritime domain training for non-maritime team members
Develop and adjust to role-specific training tracks (customer success, support, sales etc.)
External Customer Training

Lead customer education strategy from onboarding through advanced use cases
Build scalable training programs for our diverse global customer base
Create self-service training resources and knowledge bases
Design certification programs for customer power users
Deliver executive-level training sessions and workshops
Strategic Training Operations

Partner with Product, R&D, Product Marketing and Customer Success to stay ahead of feature releases
Build training analytics and success metrics to measure program effectiveness
Manage training technology stack and platforms use advanced AI tools
Scale training delivery across multiple time zones and languages

Required Partner Onboarding Manager
As a Partner Onboarding Manager you will:
Build strong relationships with new partners, serving as their dedicated point of contact throughout onboarding. Understand their business goals and provide personalized guidance to maximize their value from our solutions.
Design and execute a seamless onboarding experience for assigned partners. Manage the entire onboarding process, from pre-boarding to activation and beyond.
Ensure accountability from the partner side by establishing clear expectations for their participation and timely completion of onboarding tasks. Work collaboratively with partners to identify and overcome any challenges that might hinder their progress towards achieving the expected volume or results.
Work closely with cross-functional teams (Sales, Sales Engineers, Account Management, Product, Compliance) to ensure a smooth and efficient onboarding journey. Proactively address any roadblocks that may arise.
Track and analyze onboarding metrics to identify areas for improvement. Continuously refine the onboarding process internally and with the partner for enhanced partner success.
Develop and maintain onboarding resources, such as manuals and knowledge base articles, to equip partners with the knowledge they need to succeed.
Maintain a deep understanding of our product offerings and features to provide partners with accurate and insightful information.

Your main responsibilities will include:

Leading onboarding projects with mid-market clients, ensuring timely and successful implementation of
Conducting discovery and system characterization sessions to understand client requirements and tailor configurations accordingly
Delivering advanced training sessions for admins, managers, and employees across multiple departments or locations
Supporting integration and technical setup needs in collaboration with internal teams
Managing onboarding timelines and project milestones to ensure smooth handoff to Customer Success
Becoming a trusted advisor to client stakeholders, driving adoption strategies aligned with business goals