Account Growth and Success Manager

Description:

Mend is seeking a skillful Account Growth and Success Manager to join our team!

Location- Israel ( hybrid ) - You will work Monday to Friday in this position, with two days in the office and three days from home.

What will a typical day look like for you?

Customer Relationship Management

• Build and maintain strong relationships with customers to understand their needs, challenges, and goals
• Conduct regular monthly check-ins to assess satisfaction and proactively address concerns
• Maintain proactive communication via newsletters, updates, and value-sharing
• Act as the voice of the customer internally, advocating for their needs
• Collect and analyze customer feedback to drive product and process improvements

Onboarding and Customer Education

• Collaborate with the Professional Services (PS) team to ensure successful onboarding
• Deliver comprehensive product training, including features, best practices, and security concepts
• Provide ongoing knowledge-sharing on Mend products, AppSec, threat modeling, and secure coding

Customer Health Monitoring and Retention

• Monitor customer health metrics and engagement scores to identify at-risk accounts
• Conduct proactive outreach to disengaged customers before issues impact renewals
• Analyze customer usage data to find opportunities for optimization
• Escalate complex technical issues to Support or Engineering teams as needed

Cross-Functional Collaboration

• Work closely with Sales, Product, R&D, Marketing, Field, and Support teams to ensure a seamless customer experience

Customer Goal Measurement

• Track customer KPIs to measure progress toward business and security goals
• Clearly demonstrate the value of Mend's AppSec solutions in mitigating risk
• Lead Executive Business Reviews (EBRs) to discuss strategic outcomes and value realization

Upsell and Cross-Sell Opportunities

• Identify opportunities for expansion through additional Mend products
• Provide tailored recommendations to drive adoption based on customer needs and usage patterns

Renewal Strategy & Execution

• Own and manage the end-to-end contract renewal process
• Develop renewal strategies to maximize retention and growth
• Identify upsell and cross-sell opportunities as part of renewal planning
• Streamline and improve renewal operations and retention practices

Continuous Improvement

• Continuously refine and optimize customer success processes for efficiency and impact
• Stay current on industry trends and Mend product knowledge to better serve customers

  Requirements



• Proven experience in a similar role combining Customer Success Manager and Account Management responsibilities.
• Proven experience managing book of business and increasing revenue through expansion opportunities
• Strong communication and interpersonal skills – excellent written and verbal communication, active listening, and relationship-building.
• Technical proficiency – solid understanding of application security concepts, tools, and methodologies.
• Customer-centric mindset – genuine focus on customer needs, satisfaction, and long-term success.
• Problem-solving and analytical abilities – comfortable analyzing data, identifying patterns, and resolving issues.
• Project management skills – ability to manage multiple priorities, tasks, and timelines effectively.
• Proactive and results-oriented – motivated to anticipate customer needs and deliver measurable outcomes.
• Strategic thinking – able to align customer goals with Mend's value proposition.
• Relationship-building – capable of fostering long-term trust and collaboration with customers and internal teams.
• Adaptability – flexible and open to change in a dynamic, fast-paced environment.
• Customer advocacy – dedicated to voicing customer feedback and driving improvements internally.
• Empathy – sensitive to customer concerns, providing support with patience and care.