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 setup
Focus on ensuring customer renewals and preventing churn
Identify and foster opportunities for upselling and cross-selling
Perform business reviews and work with the customer on a mutual success plan
Drive Product Adoption
Align and understand the customer’s goals and KPIs, validate we maximize PDQ’s ROI
Track the customer performance and support them in improving those KPIs over time
Train the customer on PDQ’s platform to meet their business goals and leverage the full potential of the platform
Serve as a subject matter expert on our platform for our customers
Lead 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 customers
Travel to customer sites, local and abroad, as required

Requirements:

1-2 years proven experience in a Customer Success or Account Management role, in a SaaS environment
Experience 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 spoken
Highly motivated and impact-driven; quick to learn, thrives under pressure, and excels in collaborative, team-oriented environments
Willingness to work flexible hours to support both U.S. and Israel time zones