CSM Team Lead

About Fireberry

Fireberry is an end-to-end CRM and business management platform that helps companies manage their entire customer journey in one place, from marketing to sales to customer service.

Our platform is highly flexible and allows businesses to customize workflows, automations, and data to fit their specific needs, all in one unified system.

Built in 2011 to simplify customer relationship management, Fireberry is now trusted by over 2,000 businesses in Israel and continues to grow.

About the Rol

eWe're looking for an experienced, business-oriented CSM Team Lead to lead our Customer Success team and help our customers maximize the value of Fireberry

.This role combines team leadership with commercial ownership, focusing on customer retention, product adoption, expansion, and revenue growth. You'll be responsible for coaching the team, strengthening customer relationships, reducing churn, and driving business outcomes while working closely with Sales, Product, and Technical Support

.
What You'll D

• o:Lead, mentor, and develop a team of Customer Success Manager
• s.Drive customer adoption, retention, and long-term customer succes
• s.Build strong relationships with Israeli customers and act as the primary escalation point when neede
• d.Identify upsell and cross-sell opportunities to increase customer value and company revenu
• e.Develop strategies to reduce churn and improve customer healt
• h.Monitor team performance and Customer Success KPIs, ensuring continuous improvemen
• t.Collaborate closely with Sales, Product, Marketing, and Technical Support to deliver an outstanding customer experienc
• e.Coach team members through regular feedback, training, and professional developmen
• t.Improve Customer Success processes, playbooks, and best practice

s.
What We're Looking F

• or:At least 2 years of experience managing a Customer Success team of 2 or more employe
• es.Proven experience managing B2B SaaS customers – mandato
• ry.Strong understanding of the Israeli market and experience working with Israeli custome
• rs.Proven experience driving product adoption, customer engagement, and account grow
• th.Experience reducing customer churn and building long-term customer relationshi
• ps.Commercial mindset with a track record of identifying upsell and cross-sell opportuniti
• es.Excellent leadership, coaching, and interpersonal communication skil
• ls.Strong analytical skills with experience working with Customer Success KP
• Is.Fluent in Hebrew and high-level Engli

sh.
Nice to H

• ave:Experience working with CRM or business management platfo
• rms.Experience working with SMB and Mid-Market custom
• ers.Experience collaborating closely with Product and R&D te
• ams.Familiarity with AI tools and Customer Success automat