Customer Success Manager

Description:

Guideline Group (traded on the Tel Aviv Stock Exchange) is a leading, well-established company in Israel, providing technological solutions in FinTech, Invest Tech, Legal Tech, and Business Tech (BT).

Techdin, part of Guideline Group, is looking for a Customer Success Manager (CSM) to join our sales department and take ownership of post-sale customer management, product onboarding, and improving the overall customer experience throughout the customer lifecycle.

This role combines direct, ongoing work with customers alongside close collaboration with Sales, Training, and Support teams, with the goal of ensuring optimal product usage, high customer satisfaction, and growth within existing accounts.

Responsibilities:

• Guide new customers through the onboarding process and implementation.
• Monitor product usage and identify gaps, challenges, or opportunities for improvement
• Proactively engage with customers to improve adoption, retention, and overall value
• Work closely with the Sales team regarding existing customers and growth opportunities (Upsell / Cross-sell)
• Coordinate and refer customers to relevant training sessions based on their needs
• Work with CRM systems and reports to track activity, manage processes, and ensure follow-up
• Handle customer inquiries and provide professional, service-oriented support
• Share insights and feedback from customers with relevant teams (Product / Development / Training) 

• At least 1 year of experience in Customer Success, Sales, or Account Management
• Sales-oriented mindset with the ability to identify growth opportunities
• Experience working with B2B customers
• Basic familiarity with AI tools
• Good proficiency in Excel and working with reports
• Experience with CRM systems
• Familiarity with SaaS environments- an advantage
• Strong task management and prioritization skills in a dynamic, fast-paced environment
• Strong customer orientation and excellent interpersonal skills

• Excellent communication skills, both written and verbal