Customer Success Lead

Sett is looking for a talented full-time Customer Success Lead to join us!

About Sett:

Mobile game marketers constantly face a costly and inefficient race to find their next hero creative while battling creative and performance fatigue. Sett breaks this cycle with our advanced AI engine, trained on live campaign data, competitor actions, consumer trends, and other key signals, to automatically create high-quality video ads designed to drive better business results. 

Our proprietary technology replicates your game design, enabling you to explore bold new concepts without needing any integrations, asset uploads, or project sharing on your end. With Sett, we enable creativity without limits, helping your game break through the noise and beat out the competition.

Position Overview:

The Customer Success Lead will play a critical role in overseeing and enhancing our customer success efforts.

This position involves building and managing a team of Customer Success Managers (CSMs), ensuring customer satisfaction, and maximizing the value delivered by our platform and services. The ideal candidate will have a proven track record in customer success, strong leadership abilities, and a deep understanding of mobile games marketing. 25% of the role will focus on management tasks such as leading and developing the CSM team, and 75% will be hands-on, directly engaging with customers to ensure their success and satisfaction.

Responsibilities:

• Lead and mentor a team of Customer Success Managers, providing guidance, support, and professional development.
• Own overall customer relationships, enabling them to unlock value from their partnership with Sett.
• Manage mid-enterprise customers’ accounts on all levels: business, technical, support, product, helping them achieve their goals.
• Develop and implement strategies to improve customer satisfaction, retention, and growth.
• Act as the customer's advocate internally by communicating requests and issues to the Product and R&D departments.
• Communicate major product updates and releases, ensuring customers are informed and can implement changes effectively.
• Identify and lead upsell opportunities.
• Oversee the rollout of new feature releases.
• Work closely with the sales team to expand our reach to mid-enterprise customers.

Requirements:

• 5+ years of experience in customer success or related roles, with at least 2+ years in a leadership position, preferably within the mobile games or ad-tech industry.
• Deep understanding of the mobile games marketing and familiarity with Generative AI capabilities.
• Fluency in English and Hebrew, with strong presentation and communication skills.
• Proven track record of successfully leading and mentoring a team.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Passionate about delivering exceptional customer experiences and fostering long-term relationships.
• Proactive and capable of managing multiple tasks and solving complex problems efficiently.
• Always eager to push yourself and the team out of comfort zones to achieve new heights.