לוח משרות דרושים Customer Success Manager במרכז

MyBusiness | Guideline Group MyBusiness is an Israeli CRM and Business Tech company undergoing a rapid transition to an AI-first approach across its products, services, and internal processes. We are looking for a hands-on professional who will take ownership of customer-facing AI solutions, become a central point of contact for key customers, and work closely with our product and AI development efforts. This is a cross-functional role with real impact on how the company operates and grows over the coming years. Responsibilities
* Own and manage ongoing relationships with customers, gradually taking on a central Customer Success role
* Analyze complex business needs and translate them into CRM and AI-based solutions
* Define and design AI agents, automated processes, and advanced workflows
* Lead and support solution implementation with customers, including hands-on involvement when needed
* Work closely with development and implementation teams
* Identify problems, propose solutions, and take full ownership from definition through execution
* Continuously improve internal workflows and delivery processes using AI

We are hiring a Senior Commercial Lead to own and scale two critical revenue engines: Business Development Representatives (BDRs) and Customer Delivery Managers (CDMs). You will think end-to-end about revenue - from pipeline creation, through deal support, to onboarding, retention, and expansion - operating inside a high-risk, highly regulated payments environment where execution and control matter equally.
What Youll Own:
Commercial Performance, End-to-End:
Own outcomes across pre-sale and post-sale execution
Translate revenue strategy into measurable KPIs, operating cadence, and accountability
Drive predictable pipeline, clean handoffs, and retained revenue
Two Distinct Revenue Functions:
BDRs:
Pipeline generation quality and consistency
Inbound and outbound effectiveness
Lead qualification standards and conversion readiness
CDMs:
Merchant onboarding velocity and quality
Delivery execution discipline
Retention, expansion readiness, and revenue protection
Operate with Data as the Default:
Own funnel and lifecycle metrics: pipeline quality, conversion rates, onboarding SLAs, retention, revenue leakage
Identify friction points early and fix them
Be hands-on in dashboards and analysis - not dependent on summaries
Scale Without Losing Control:
Strengthen commercial processes in a complex payments environment
Balance growth ambition with risk, compliance, and delivery realities
Create clarity in selling-to-delivery handoffs
Coach ICs, set performance standards, and build an operating rhythm that scales.

we are seeking a highly technical and business savvy Customer Success Manager (CSM) to drive customer adoption, ensure value realization, and lead renewal and upsell conversations for our AI Security platform. This role requires a unique blend of deep technical understanding-across AI/ML, security architecture, and integrations-with strong commercial acumen negotiating renewals and identifying expansion opportunities.
You will partner with security, IT, and compliance teams as they deploy AI safely, while also collaborating with procurement, finance, and executive stakeholders to secure long-term business growth.
Key Responsibilities
Own and manage a portfolio of enterprise customers, ensuring strong adoption, measurable outcomes, and long-term retention.
Build customer success plans, define and track KPIs, and guide customers in implementing AI security best practices (model risk monitoring, prompt security, governance workflows, etc.).
Lead regular business reviews (QBRs/EBRs) with both technical and executive audiences.
Proactively monitor customer health, identify risks, and implement mitigation strategies.
Technical Leadership
Serve as a technical advisor on AI security architecture, including integrations with CASB, DLP, SIEM, SASE, model gateways, and LLM application workflows.
Support customer onboarding and deployment by providing hands-on guidance, troubleshooting, and adoption enablement.
Translate complex technical requirements into actionable tasks for customers and internal teams.
Stay informed on emerging AI threats, red-teaming techniques, safe-use patterns, model evaluation frameworks, and industry regulations (NIST AI RMF, ISO, OWASP AI Security, etc.).
Commercial Ownership
Own the full renewal lifecycle-forecasting, preparing commercial proposals, negotiating pricing/terms, and closing renewals.
Identify expansion opportunities across products, modules, consumption tiers, or additional use cases.
Partner with Sales to execute upsell strategies based on customer maturity, increased usage, or new AI risk requirements.
Deliver compelling value narratives that resonate with technical and business stakeholders.
Cross-Functional Collaboration
Provide customer feedback to Product and Engineering to influence roadmap priorities.
Work closely with Professional Services to ensure smooth implementation and timely delivery.
Collaborate with Marketing on reference stories, AI security enablement materials, and customer advocacy initiatives.
Customer Education & Advisory
Deliver workshops, onboarding sessions, and executive briefings on AI threat models, safe LLM adoption, and governance frameworks.
Build strong relationships with security architects, AI/ML leads, data protection officers, and procurement teams.

This role sits at the centre of execution. Youll support our client executive team, solution architects, support engineers, deployment squad, and training leads - ensuring every post-sale interaction is coordinated, tracked, and elevated to our companys standard of excellence. You will also build systems to monitor collections, renewal timelines, and customer financials.
our companys customer relationships are strategic - we work with national agencies and critical infrastructure operators. Your job is to make sure every delivery is executed with clarity, speed, and rigor.
The Responsibilities
Cross-team operational coordination
Act as the operational right hand to our companys client executives, helping align customer priorities with internal execution.
Drive task and milestone tracking across solution architects, support, deployment, and training - ensuring no handoff is missed.
Build and maintain internal tools and views to visualize the customer journey across multiple workstreams.
Financial and renewal operations
Maintain clear visibility on customer revenue, invoicing, and collections in coordination with finance.
Track contract end-dates, renewal risk, and revenue exposure - building dashboards and alerts for leadership.
Prepare supporting material and ops-readiness for renewal conversations, including usage stats, delivery KPIs, and unmet needs.
Delivery health & issue management
Build and own reporting systems for implementation status, customer activity levels, issue escalations, and open action items.
Coordinate internal response during high-priority escalations: track resolution steps, timelines, and accountability.
Ensure structured follow-ups from deployments: validate remediation adoption, training completion, and customer engagement.
Systematization & documentation
Maintain shared visibility into execution: build dashboards, write playbooks, and track decisions that impact customer success.
Help drive internal alignment on priorities, especially where product, delivery, and customer success intersect.
Own the operational checklist for new deployments and expansions.

The Customer Success & Engagement team sits within Customer Growth and is responsible for driving expansion, retention, and long-term value across our companys top customers.
We are looking for an Operations & Enablement Manager to operationalize and embed our growth and engagement motions across our GTM teams, including X-sell and upsell, pricing, and contracting initiatives.
This role is highly hands-on and execution-oriented: building playbooks, defining processes, supporting tool implementation, and working closely with CSMs and Team Leads to turn strategy into day-to-day practices.
This is an ideal role for someone who thrives at the intersection of process, enablement, systems, and people, and enjoys making complex motions simple, scalable, and actionable.
What youll do
Design clear and actionable operational playbooks that support customer growth motions across the full customer lifecycle (e.g., X-sell, customer handovers, contracts, and pricing packages), covering pre-engagement, execution, and post-engagement follow-up.
Define and operationalize funnel tracking within Salesforce and other systems, including clear rules for opportunity creation and updates, stage progression, required documentation, and handoffs.
Help translate the customer growth strategy into concrete workflows and best practices that can be easily adopted by CSMs in their day-to-day work.
Support the design and rollout of new best-in-industry growth motions (e.g., CTAs, persona-based workflows).
Support the CS teams shift to a more commercial-focused operating model, ensuring CSMs have the tools, playbooks, data, and other support needed to adopt new ways of working.
Partner with CSMs and Team Leads to embed operational playbooks into existing CS routines through hands-on collaboration, feedback loops, and iteration.
Identify execution gaps and continuously optimize processes to improve effectiveness.
Define and maintain high standards of data quality across CS processes, monitor data health, identify gaps, and partner with relevant teams to improve documentation and reporting.

This senior leader will own the strategy, design, and transformation of Customer Care across all channels, with a specific mandate to leverage AI and automation to improve customer experience, quality, and efficiency.
This role defines the future-state service model, including how AI augments agents, powers self-service, and enables proactive support. It is a strategic partnership role that works with Operations & Product to deliver systemic improvements.
Key Responsibilities
Customer Care Strategy & Roadmap: Define the vision and strategy for Customer Care that is aligned with company goals and customer needs.
Partner with all functions across the Operations department to define the service strategy and track execution.
Technology and Innovation: Spearhead the implementation of cutting-edge technologies, including omnichannel platforms (CCaaS), LLM-powered self-service chatbots, and AI agent-assist tools.
Work with Product teams to build in-product support and self-service tools that reduce avoidable contacts.
Voice of the Customer (VoC) Advocacy: Act as the "Voice of the Customer" across the company.
Collaborate closely with Product, KYC, and GTM teams to share insights, drive product improvements, and create a seamless end-to-end customer journey.
Customer Experience (CX) Enhancement: Design and launch new, specialized service models, and identify opportunities to generate revenue through proactive, value-added services.
Inquiry Reduction & Process Improvement: Lead internal inquiry reduction and productivity improvement projects, along with cross-functional programs to tackle systemic drivers of contact and customer dissatisfaction.
Quality Framework & Strategy: Design and implement a global quality assurance framework to measure, analyze, and improve the performance of all customer interactions.

We are looking for a Senior Director, Head of Global Customer Success to lead our global Customer Success strategy and operations.
This is a global leadership role, in partnership with regional Customer Success leaders. Your mission will be to:
Standardize and scale our global customer success strategy, frameworks and operating model
Upgrade our account management practices to grow higher-value and more complex customers
Maintain the strengths of our SMB-at-scale operations
This role is ideal for a data-driven, strategic CS leader who thrives in global environments and has deep experience building structured success programs across regions.
What youll do
Define and lead our companys Global Customer Success strategy - balancing scalable SMB processes with more sophisticated account management practices for larger and more strategic customers.
Operate in a matrix leadership structure, partnering with regional CSM Heads to drive alignment, consistency, and execution excellence.
Design and own global KPI frameworks and reporting, including retention, NRR/GRR, product adoption, segmentation health metrics, and churn insights.
Implement global governance and operational discipline, including dashboards, QBR structures, success scorecards, and executive reporting.
Build scalable lifecycle programs - onboarding, adoption, expansion, renewals - tailored for SMBs while supporting the evolution toward mid-market / upper-SMB / light-enterprise customers.
Lead business analysis and performance optimization, identifying opportunities to improve impact, efficiency, segmentation, and engagement models.
Strengthening cross-functional alignment with Sales, Product, Risk, Operations, and Support to drive improved customer outcomes.
Champion Voice-of-Customer and data-driven insights, converting findings into actionable strategies and priorities.
Mentor and influence regional CS leadership, creating a collaborative global CS community.

Own the renewal and expansion motion for a defined book of business, ensuring strong retention and growth outcomes
Serve as the commercial leader for your portfolio, partnering closely with Customer Success to drive adoption, value realization, and long-term customer health
Lead all renewal cycles end-to-end, including: Renewal strategy and timeline, Stakeholder mapping and multi-threading, Commercial negotiation and execution and Procurement and legal coordination.
Identify and drive expansion opportunities across product modules, additional teams, geographies, or use cases
Build and maintain accurate account plans: Document customer goals, success criteria, risks, and renewal paths; Track next steps, owners, and buying process in Salesforce
Maintain a proactive customer engagement cadence
Partner with internal teams (Customer Success, Sales Product, and Leadership) to ensure a seamless customer experience
Forecast renewals and expansion revenue accurately each quarter against plan/budget
Contribute to win/loss and churn analyses and communicate insights to leadership and cross-functional stakeholders
Be the voice of the customer by bringing insights and product ideas back to the team
Support customer advocacy efforts such as case studies, referrals, event participation, and peer networking

Required Enterprise Customer Success Manager
About Us:
We help modern, mid-size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, weve achieved consecutive triple-digit year-over-year growth, all backed by our amazing team from across the globe, making us the choice HRIS of over 3600 midsize and multinational companies.
Our HR platform is intuitive, data-driven, and built for the way people work today: globally, remotely, and collaboratively. Fast-growing companies across the globe such as Airtasker, Fiverr, Go Cardless and VaynerMedia rely upon us to help them create the best work experiences for their people.
Come and be you with us
Being an employee 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.
Job responsibilities
What will you do?
Own a portfolio of 25-35 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 us 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're looking for a passionate and skilled Customer Support Expert to join our dynamic team. This team is critical to enhancing our players' experience by analyzing ticket data, building workflows for agents, and sharing feedback analysis with company stakeholders. If you're data-driven, proactive, and thrive in a collaborative environment, we want you to be part of our journey!
Responsibilities
Act as a point of contact for escalations and provide updates on escalated cases to internal stakeholders.
Collaborate closely with various teams within the company to optimize the player experience.
Provide professional and efficient customer support while serving as a point of contact for our players and ensuring high customer satisfaction.
Analyze and review internal workflows to identify areas for improvement and implement process optimizations.
Identify trends and patterns in customer inquiries and issues to proactively address them.

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 internally-partnering 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 seeking a Customer Success Data Analyst - a data-driven professional who combines advanced analytical and SQL skills with strong customer-facing abilities.
This role is primarily focused on data analysis, validation, and integration, helping customers achieve success through deep understanding of their data and business logic.
You will act as the analytical backbone of the Welcome Team, ensuring smooth onboarding, accurate data integration, and meaningful insights that drive adoption and value.
This is not a traditional Customer Success role - its a technical, data-focused position requiring hands-on SQL work, data modelling, and business logic exploration, combined with the communication and collaboration skills to work directly with customers.
Key Responsibilities:
Act as the primary data expert for customer onboarding, ensuring accurate data understanding and integration.
Partner with customers to understand their business logic and translate it into actionable data mappings within the platform.
Perform deep SQL analysis on raw datasets to validate structures, uncover issues, and ensure data integrity.
Identify gaps, inconsistencies, and edge cases, and proactively propose corrective actions.
Analyse customer usage data to identify trends, adoption challenges, and opportunities for improvement.
Create data-driven reports and visualizations that communicate findings clearly to both technical and business audiences.
Work cross-functionally with R&D, Product, and QA to ensure smooth data onboarding and accurate system behaviours.
Manage multiple onboarding and data-integration projects simultaneously, maintaining clear timelines and communication.

As a Senior Customer Success Manager , you will be a critical driver of our customers' success, ensuring they achieve maximum value from our platform. You will engage proactively with global B2B clients, deliver impactful business reviews, and be prepared to support urgent needs as they arise. This role demands strategic thinking, exceptional relationship management, and a deep understanding of SaaS environments.

Key Responsibilities:

Develop and maintain strong, long-lasting relationships with global B2B clients, serving as their trusted advisor and primary point of contact for all post-sales activities.
Understand and align with client goals and objectives, advising on the optimal use of platform to achieve pricing excellence.
Deliver high-quality Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and Steering Committee presentations that provide value and strategic insights.
Proactively monitor and analyze customer usage and performance data to identify and act on opportunities for optimization and growth.
Collaborate cross-functionally with sales, product management, and technical teams to address customer needs and drive seamless customer experiences.
Advocate for the customer internally, using feedback to influence product development and continuous improvement.
Promote and drive adoption of platform, ensuring customers realize its full potential.
Be available to work overtime and handle urgent requests on weekends, ensuring responsiveness to critical customer needs.
Identify and develop opportunities for upselling and expansion within existing accounts.