Customer Success Team Lead

Description

Rise provides fully programmatic media solutions for publishers, that seamlessly integrate with their content and product user experience. With advanced data-powered solutions perfectly adapted to accommodate advertising needs, publishers are enabled to maximize their revenues by getting back control. Advertisers are easily connected to Rise’s Market place, and receive thortled, omnichannel inventory of our premium publishers.

Summary Position

We are seeking a highly motivated and experienced Customer Success Team Lead to join our dynamic team. In this role, you will be responsible for managing and guiding a team of Customer Success Managers to deliver outstanding customer experiences and drive business outcomes. Has to be a people person - a relationship wizard with analytical skills. The ideal candidate will work closely with cross-functional teams, including Sales, Product, and Support, to align customer goals with our company objectives.

Responsibilities

• Lead, inspire, and develop a team of Customer Success Managers, providing guidance and support to ensure the team's success in achieving targets and delivering exceptional customer experiences.
• Develop and implement customer success strategies, ensuring that our customers derive maximum value from our products/services and achieve their desired outcomes.
• Build and maintain strong relationships with key stakeholders, including executives, decision-makers, and influencers, to understand their business needs and goals.
• Drive customer retention and expansion by proactively identifying opportunities for upselling, cross-selling, and renewals.
• Serve as the voice of the customer within the organization, advocating for their needs, requirements, and feedback to influence product development and improve overall customer satisfaction.
• Monitor and analyze customer success metrics, team performance, and customer feedback to identify trends, areas for improvement, and best practices.
• Continuously evaluate and enhance customer success processes, tools, and methodologies to streamline operations and improve overall efficiency.
• Conduct training sessions, workshops, and one-on-one coaching to enhance the skills and knowledge of the Customer Success Managers, ensuring their continuous professional growth.
• Foster effective collaboration and communication with cross-functional teams, including Sales, Product, and Support, to drive customer success and deliver seamless customer experiences.
• Prepare regular reports on team performance, customer outcomes, and key metrics to management, highlighting successes, challenges, and recommendations.

Requirements

• 3-4 years of Customer Success experience in the ad tech industry - MUST!
• Native English & Hebrew - MUST!
• Experience in leading and managing a team- MUST!
• Experience in managing top DSPs and SSPs in the industry, including high familiarity with their platforms - MUST!
• Bachelor's degree in Business Administration, Marketing, or a related field (or equivalent experience).
• Strong understanding of customer success principles, methodologies, and best practices.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish relationships with diverse stakeholders.
• Analytical mindset and the ability to leverage data to drive insights and decision-making.
• Results-driven with a track record of meeting or exceeding customer retention and growth targets.
• Proficiency in using customer success platforms, CRM software, and other relevant tools.
• Exceptional organizational and time management skills, with the ability to prioritize and manage multitasking
• Self-motivated and able to work independently as well as collaboratively within a team.
• Proven experience in leading and managing a team of Customer Success Managers -advantage!