Customer Success Team Lead

About Atera

Atera is inventing a new way of managing IT end-to-end for IT professionals and IT teams around the world.

By creating an AI-powered IT platform, Atera's all-in-one Remote Monitoring and Management (RMM) Helpdesk, Ticketing, and Reporting solution helps more than 23,000 IT pros achieve 10X operational efficiency, cut down time-to-resolution, and deliver better outcomes faster. Located in the heart of Tel-Aviv, our team of passionate, like-minded individuals is driven by a shared mission to unleash everyone's potential and constantly innovate. We create an open, transparent, and supportive environment that gives our teams the autonomy, resources, and freedom to thrive.

Are you a natural leader and love to make people happy? In Atera, we are looking for a Customer Success Team Leader to manage the daily activities of a customer success team. This is a cross functional role with a high level of influence in setting the direction and working methods for our fast-growing Customer Success department. With thousands of customers, we are setting standard methodologies in how to deliver optimal customer experience at scale and the Customer Success Team Leader is a critical position in our continued success.

What You’ll Do

• Manage, prioritize and overseer the daily tasks of the CSMs
• Detect early signals of at-risk renewals, design playbooks to address them, and provide path to blocking issues
• Continuously refine our core CS funnels ,customer segmentation, engagement models, analyze causes for customer success and churn
• Develop and refine renewals, retention and expansion forecasting for all partners throughout the business, including: CSMs, VP CS and Execs
• Own all Customer Success infrastructure; bring together systems in a customer focused way to enable CSMs, Services and our Customers
• Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to: relay customer feedback to the Product team; align with the Support team on resolution of major cases and report bugs to the Engineering team; provide feedback to Marketing team on the readiness of our customers.
• Gain insights for customer success functions through data analysis
• Leading and owning CS related projects that requires coordination and communication with other departments.
  
  

Requirements:

Requirements

• 2+ years of managerial experience
• 4+ years of professional experience in a SaaS/recurring revenue business as a CSM
• Knowledge of customer journey mapping and experience either utilizing or developing customer health metrics
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• High sense of responsibility and ownership
• Ability to lead through influence
• Solid technical background and orientation
• Experiencing managing complex cross department / integration projects
• Experience with data analysis, excel power user, comfort with BI tools
• Strong mentorship skills and experience leading through indirect reporting relationships
• Native English or close to Native
• High degree of confidence working and building in Salesforce.com – significant advantage
• High degree of confidence working with CS platforms - significant advantage
  
  

Some Of Our Benefits

Atera is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time to learn from your teammates and contemporaries, time off to relax and recharge, community volunteer days, an annual budget to support your learning & growth, a company paid trip and lots more.

More About Atera

Small and medium IT operators are the heroes behind the scenes supporting companies around the world. They care a lot for their clients (external or internal) and often work virtually 24/7. However, small and medium IT service providers have always been underserved.

Atera was built for exactly that. With the vision to simplify and streamline the work of Managed Service Providers and IT professionals. To create something that saves them time, energy, and money. To free them from needing to constantly put out fires.

That vision created the remote-first IT management software – enabling IT professionals to shift from reactive task takers to proactive problem solvers.

Now operating from our beautiful offices on Rothchild in Tel Aviv, Atera is currently used by thousands and thousands of IT professionals all over the world (105+ countries).

• As we rapidly grow, our goal remains the same: to transform the IT industry with revolutionary technology, while creating one of the happiest and healthiest work environments in the world.