דרושים » שירות לקוחות » Customer Success Manager

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.

We are seeking a highly motivated Customer Success Manager to join our team. This role is essential in ensuring our clients outside of NA (EMEA & APAC) achieve maximum value from our solutions. The ideal candidate will have a strong background in customer success, excellent communication skills, and a passion for cybersecurity.
Responsibilities:
Develop and Maintain Relationships: Act as the primary point of contact post-sales, building strong relationships with customers and internal stakeholders.
Understand Customer Goals: Provide tailored support and solutions based on customers' goals and challenges.
Customer Deployment and Onboarding: Ensure a plan is in place for deployment, onboarding, and expanded use of our platform.
Monitor Customer Health: Track health metrics and proactively address any issues or concerns.
Manage Accounts: Ensure timely renewals and identify upsell opportunities.
Feedback Loop: Gather customer feedback and collaborate with internal teams to inform product development and improvements.
Collaborate on Issues: Work with technical support and engineering teams to resolve complex customer issues.

As the Director of Customer Success, you will lead our efforts in supporting customers as they transition from sales prospects to active, successful users of our company products. You will oversee customer deployments, manage long-term relationships, and ensure clients derive optimal value from our solutions.
Working closely with both internal and external stakeholders, you will drive project execution and customer satisfaction. This is a high-impact, customer-facing role requiring exceptional communication skills, an analytical mindset, and a passion for navigating entrepreneurial healthcare environments.
Location: UK - Remote / IL - Hybrid
Travel: Up to 25%
In your role as Director of Customer Success at our company, you will:
Team Leadership: Lead and manage the Customer Success team, providing guidance, mentorship, and support to ensure high performance and professional growth.
Strategy & Execution: Own and drive the customer success strategy end-to-end, ensuring alignment with company objectives and customer needs.
Trusted Advisory: Build strong relationships with customers, serving as a trusted advisor and ensuring successful adoption and ongoing value realization from the companys solutions.
Process Optimization: Drive continuous improvement of customer success workflows, methodologies, and KPIs to optimize customer experience, retention, and operational efficiency.
Cross-Functional Collaboration: Partner closely with support, product development, sales, and implementation teams to address customer needs, manage escalations, and influence product direction.
Health & Retention Metrics: Monitor customer health metrics, proactively identify risks and opportunities, and lead action plans to improve customer engagement, retention, and growth.
Strategic Engagement: Lead business reviews (QBRs), success planning, and executive-level communications with enterprise healthcare clients.
Compliance: Ensure all customer success activities comply with relevant healthcare industry standards and data security requirements.

We are looking for a Customer Success Manager to support our customers throughout their journey , from onboarding to ongoing success and growth.
What youll do:
Manage customer relationships and ensure high customer satisfaction
Support onboarding and implementation processes
Guide customers in using the platform effectively
Monitor customer usage and identify growth opportunities
Work closely with Product, Support, and Sales teams
Handle customer feedback and improve customer experience
Build long-term relationships with customers and key stakeholders
Help customers maximize the value they get from the platform

Were looking for a Customer Success Manager (CSM) to own the strategic relationship with our customers, drive business value, and ensure long-term retention and growth. As the counterpart to our Technical Account Managers, youll focus on the customers outcomes, executive alignment, program management, renewal/expansion, and value realization across the platform.
Responsibilities:
Serve as the primary business-facing contact and trusted advisor for assigned strategic customers.
Own the post-sale customer journey from onboarding through renewal, ensuring clear ownership and smooth handoffs across teams.
Own customer renewals and hygiene by tracking timelines, forecasting risk, and ensuring early alignment with Sales.
Identify and surface expansion opportunities in partnership with Sales by understanding customer initiatives, cloud footprint, and security roadmap.
Collaborate with Sales on long-term account strategy and positioning of relevant capabilities.
Partner closely with TAMs to drive adoption of new capabilities, communicate value, and track progress against success criteria.
Develop and manage joint success plans aligned to customer objectives, KPIs, and success criteria.
Build strong relationships across executive, security, DevOps, and cloud leadership.
Ensure customers achieve measurable outcomes by operationalizing us within their workflows and expanding usage over time.
Lead Quarterly Business Reviews (QBRs), program reviews, and executive readouts.

We are looking for an experienced Knowledge and Training Specialist with a background in Customer Success Management to join our Customer Care team. If you're passionate about empowering teams, enhancing customer experiences, and driving operational excellence, wed love to hear from you! In this role, you will lead onboarding and continuous training for Customer Success Managers (CSMs) and Customer Care agents while also developing scalable knowledge solutions that align with our business goals. You will collaborate closely with leadership to identify knowledge gaps and create training programs that improve service quality, retention, and engagement.
What am I going to do?:

* Design and lead comprehensive onboarding and ongoing development programs for Customer Care.
* Working with different stakeholders (as part of the product enablement part of the role)
* Develop, maintain, and optimize training materials, knowledge base articles, and best practice guides in English.
* Verify the accuracy of knowledge content through data analysis, research, and testing to ensure relevance and effectiveness.
* Manage and enhance learning journeys within the LMS system.
* Monitor training effectiveness and provide recommendations based on performance data and feedback.
* Stay up to date on customer care methodologies, industry trends, and emerging best practices.
Equal opportunities:
At Fiverr, we're not about checklists. If you don't meet 100% of the requirements for this role but still feel passionate about the position and think you have the right skills and qualifications to excel at it, we want to hear from you. At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.

This role goes beyond product training. You will act as a trusted advisor to customers, helping organizations improve the way they operate through successful adoption.
You will work with a diverse range of stakeholders, from operations managers and HR leaders to business owners and executives. Success in this role requires strong project management skills, customer empathy, ownership, and the ability to adapt your communication style to different customer personas and cultures.

Key Responsibilities:

Own end-to-end onboarding projects for mid-market customers, ensuring successful implementation and time-to-value
Lead discovery and system characterization sessions to understand customer workflows, business goals, and requirements
Manage project timelines, milestones, dependencies, risks, and customer commitments
Deliver tailored training and enablement sessions for admins, managers, and frontline employees
Support technical setup, integrations, and configuration needs in partnership with internal teams
Build strong relationships with customer stakeholders across different levels of the organization
Drive customer adoption by helping teams successfully implement new processes and workflows
Identify risks early, remove blockers, and proactively drive solutions to keep customers moving forward

We're looking for someone who combines outstanding customer-facing skills with a strong technical mindset. Someone who learns fast, adapts quickly, and enjoys understanding how systems work. This is not a script-based support role - we're looking for a proactive problem solver who takes ownership, thinks independently, and is always looking for better ways to help customers succeed.

You will work directly with customers, help them get the most out of the platform, troubleshoot issues, provide training and guidance, and become a product expert who can confidently support organizations of all sizes. You'll also play an active role in improving internal processes, sharing knowledge with teammates, and helping shape the customer experience as we continue to grow.

Working Hours: Flexible shift-based role supporting a 24/7 customer operation, including evenings, nights, weekends, and holidays, in accordance with local labor regulations.

Key Responsibilities
Serve as a primary point of contact for customers via email, chat, phone, and Zoom.

Troubleshoot product issues, provide guidance and training, and help customers get the most out of the platform.

Quickly develop deep product knowledge and become a trusted advisor for customers.

Manage customer requests from investigation through resolution, escalating when needed.

Collaborate closely with Customer Success, Product, Operations, and Support teams.

Document knowledge, share best practices, and contribute to process improvements.

Identify opportunities to improve customer experience and internal workflows.

We are looking for a Hebrew Speaking Customer Support Specialist to assist our customers with technical problems when facing our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator whos able to earn our clients trust.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
What youll be doing:
Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
Identify and assess customer needs, troubleshoot issues, and provide appropriate solutions or escalate to the appropriate department if necessary.
Maintain a high level of product knowledge to effectively address customer questions and concerns.
Document all customer interactions and resolutions accurately and thoroughly in the companys CRM system.
Collaborate with other teams, including sales, marketing, and product development, to address customer issues and improve overall customer satisfaction.
Proactively identify opportunities to enhance the customer support process and contribute to continuous improvement initiatives.
Assist in the development of support materials, such as FAQs and knowledge base articles, to empower customers to self-serve when possible.

Were looking for an Account Manager to own and grow relationships with existing customers and become a trusted partner in their long-term success.
As an Account Manager, youll be responsible for a portfolio of strategic accounts, building strong relationships with key stakeholders, understanding how our customers use data infrastructure, and identifying opportunities to deepen and expand our partnerships. Youll combine strong relationship management with a commercial mindset - ensuring customers see continued value while driving retention, renewals, and account growth.
This role is ideal for someone who is proactive, customer-oriented, and commercially driven, with the ability to build trust, uncover opportunities, and navigate relationships across both business and technical stakeholders.
Key Responsibilities:
Own and manage a portfolio of existing customers, serving as their primary commercial point of contact throughout the relationship.
Build strong, trusted relationships with key stakeholders and develop a deep understanding of each customers business, needs, and strategic priorities.
Drive customer retention and renewals by proactively managing account health, identifying risks, and ensuring customers continue to see strong value.
Identify and execute expansion opportunities within existing accounts, including upsell and cross-sell opportunities.
Develop account plans and growth strategies for key customers, identifying new use cases, teams, and opportunities to expand the partnership.
Lead commercial conversations, including renewals, pricing discussions, negotiations, and contract expansions.
Work closely with Customer Success, Solutions Engineering, Product, and other internal teams to ensure a seamless customer experience and address customer needs.
Maintain accurate account information, opportunities, forecasts, and activities in the CRM.
Consistently meet or exceed retention, renewal, and expansion targets and KPIs.