Customer Success Lead & Strategic Account Manager

The Role
A senior CS leader who manages the Customer Success team while personally owning a portfolio of strategic accounts. This role combines people leadership with hands-on account ownership — driving retention, expansion, and measurable customer value across Priority Hospitality’s client base.
Team Leadership
• Lead, coach, and develop the CS team with clear KPIs and execution standards
• Establish structured account management: success plans, executive reviews, adoption tracking, risk management
• Run weekly portfolio reviews and quarterly performance reviews
• Build scalable playbooks for enterprise-grade Customer Success
• Serve as escalation point for complex customer situations
• Collaborate cross-functionally with Product, R&D, Support, Sales, and Finance

Strategic Account Ownership
• Own full lifecycle responsibility for assigned accounts: strategy, implementation, ongoing service, and growth
• Build multi-level executive relationships and lead quarterly business reviews
• Lead new hotel onboardings, module implementations, and major upgrades — end to end
• Monitor SLA adherence, analyze recurring issues, and drive root-cause resolution
• Identify expansion and upsell opportunities; lead roadmap alignment discussions
• Manage contracts, ensure delivery alignment, and support billing with Finance
• Deliver structured reporting: weekly operational updates and quarterly executive reviews
דרישות התפקיד
• 5+ years in Customer Success or Account Management in B2B software
• 2+ years leading or mentoring CS team members
• Proven track record in complex implementations and enterprise account management
• Strong executive presence and business acumen
• Excellent Hebrew and English communication skills
• Advantage: hospitality technology / PMS background; multi-property hotel chain experience

Skills
• Strategic thinker with operational discipline
• Comfortable owning both a team and a customer portfolio
• Business-oriented, calm under pressure, strong in complex situations
• Balances proactive planning with hands-on execution

Definition of Success (12 Months)
• CS team operates with structured plans, consistent standards, and measurable KPIs
• Assigned accounts show high adoption, strong executive alignment, and clear business value
• Renewals are predictable and well-prepared; expansion pipeline is active
• Customers view Priority as a strategic partner, not just a vendor