Head of Customer Success

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

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.

We are looking for an experienced Head of Customer Success to join us!

This is a full-time and onsite (hybrid-remote) role at our Tel Aviv office.

We seek a highly motivated and experienced Customer Success Team Lead to join our dynamic team. In this role, you will manage and guide 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 and inspire a customer success team, instilling a culture of customer-centricity, accountability, and continuous improvement.
• Recruit, train, and develop a high-performing team of customer success managers and leaders, onboarding managers, CS admins and more.
• Set clear performance expectations and KPIs for the team, ensuring their achievement.
• Develop and execute a comprehensive customer success strategy aligned with Atera's business objectives.
• Establish and refine customer success processes to optimize customer onboarding, adoption, and retention.
• Identify upsell opportunities and collaborate with the sales team to generate pipelines.
• Cultivate strong relationships with key customers and showcase customer success stories and testimonials.
• Collaborate closely with marketing to leverage customer feedback and success stories in promotional activities.
• Implement retention strategies to reduce churn and increase customer lifetime value.
• Collaborate with sales, marketing, product, and support teams to ensure a seamless customer experience and influence product improvements.
• Utilize data and analytics to measure the effectiveness of customer success initiatives.

Requirements:

• At least 5 years of experience in a senior leadership role (Head of, VP, etc.) within customer success, account management, or a related field.
• Led successfully scaling Customer Success teams from ~$50M to ~$100M in Annual Recurring Revenue (ARR), implementing strategic initiatives for enhanced operational efficiency and customer satisfaction.
• Managed and coordinated global teams to ensure consistent service, delivery and alignment with organizational goals.
• Demonstrated success in building and leading high-performing customer success teams, focusing on improving NRR and gross retention.
• Experience working in a SaaS B2B technology-focused company and a strong understanding of CS best practices.
• Proficient in CS SaaS platforms such as Salesforce and ChurnZero, showcasing a deep comprehension of best practices for implementation.
• Excellent communication, presentation, and interpersonal skills.
• Strategic thinker with a results-oriented mindset.
• Familiarity with IT services and a background in leading teams of technical products are significant pluses.
• Background in companies with AI solutions and fostering usage through customer success is a significant plus.
• Bachelor’s degree in business, marketing, or a related field; MBA is a plus.