Customer Success Team Lead

The Customer Success Team plays a pivotal role throughout the entire customer lifecycle. From the initial stage of onboarding to nurturing long-term relationships, the team is responsible for overseeing our valued customers' journey, ensuring their satisfaction, retention, and proactively identifying opportunities for growth.

As the Team Lead, you will supervise and coordinate a team of Customer Success and implementation specialists. Your duties encompass team building, mentorship, and management, alongside direct engagement with customers to guarantee their success and satisfaction.

Responsibilities

• Build, mentor, and supervise a team of Customer Success Managers & implementation specialists.
• Cultivate and nurture strong relationships with customers, serving as their primary point of contact and trusted advisor.
• Collaborate with cross-functional teams to ensure smooth onboarding, product adoption, and ongoing success for each customer.
• Proactively identify growth opportunities and strategies to expand within existing customer accounts.
• Monitor and analyze customer metrics to formulate action plans and address areas of concern effectively.
• Conduct periodic business reviews with customers to assess their evolving needs, identify areas for improvement, and provide strategic guidance.
• Champion the voice of the customer internally, delivering valuable feedback and insights to product, sales, and marketing teams.
• Implement and optimize customer success and implementation best practices, processes, and tools to continuously enhance operational efficiency and effectiveness.

Requirements

• Minimum of 3 years of experience in customer success, account management, or a related customer-facing role, preferably within a SaaS or technology environment.
• Demonstrated leadership experience, with at least 1 year in a team leadership role.
• Bachelor’s degree (BA/BSc) in Industrial Engineering, Exact Sciences, or related fields – or equivalent practical experience.
• Proficient analytical skills and a data-driven mindset to effectively translate insights into actionable recommendations.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Strong organizational aptitude with the capacity to manage diverse client demands.
• Genuine passion for customer success and a steadfast commitment to delivering an exceptional customer experience.
• Full proficiency in English and Hebrew, both written and verbal.
• Strong technical proficiency, especially in JS, HTML, CSS, and JSON, is considered a significant advantage.

Full time position with flexibility, in Ramat Gan (Bursa).