Customer Success Manager (CSM)

About the role:We are seeking a Customer Success Manager (CSM) to manage and grow relationships with our clients. The ideal candidate will manage customer relationships to drive adoption, ensure renewals, and identify and nurture upsell opportunities, ultimately fostering customer advocacy and satisfaction.As part of the joint customer journey, the CSM will work closely with clients to optimize their checkout performance, driving improved revenue outcomes, and share best practices to drive the customers business KPIs including AB testing strategies and occasional data reviews.Key Responsibilities:Oversee all customer activities and manage account relationships from business relationship to hands on setupFocus on ensuring customer renewals and preventing churnIdentify and foster opportunities for upselling and cross-sellingPerform business reviews and work with the customer on a mutual success planDrive Product AdoptionAlign and understand the customer’s goals and KPIs, validate we maximize PDQ’s ROITrack the customer performance and support them in improving those KPIs over timeTrain the customer on PDQ’s platform to meet their business goals and leverage the full potential of the platformServe as a subject matter expert on our platform for our customersLead client onboarding, ensuring a smooth and successful implementation.Effectively collaborating with internal teams including sales, support , product management, R&D, etc.Stay up-to-date with the latest product developments, industry trends, and emerging technologies to offer top-notch support to customersTravel to customer sites, local and abroad, as requiredRequirements:1-2 years proven experience in a Customer Success or Account Management role, in a SaaS environmentExperience in working in the ecommerce domain.Proven track record of meeting or exceeding renewal and business targets.Exceptional communication and interpersonal skills, with the ability to build strong relationships at all levels.Experience working with clients in North America, with flexibility to accommodate different time zones.Analytical mindset with the ability to gather and interpret data to drive decisions.A proactive approach to problem-solving and a passion for delivering value to clients.Ability to thrive in a fast-paced, team-oriented environment.Fluent in English, both written and spokenHighly motivated and impact-driven; quick to learn, thrives under pressure, and excels in collaborative, team-oriented environmentsWillingness to work flexible hours to support both U.S. and Israel time zones