Customer Success Team Lead

LayerX’s user-first browser security platform turns any browser into the most protected & manageable workspace, by providing real-time monitoring and governance over users’ activities on the web, protecting the enterprise’s applications, data, and devices from web-borne risks. 

We’re looking for an experienced Customer Success Manager to lead our clients’ journey from the PO stage to onboarding and through the entire product usage.

This is a full-time role in our offices in Tel Aviv (hybrid work), reporting to the CTO.

What you’ll do:

• Develop and execute the Customer Success strategy to enhance client satisfaction, retention, and growth.
• Define and track KPIs to measure the effectiveness of the Customer Success function.
• Advocate for the voice of the customer in strategic decision-making processes and ensure that their needs and experiences drive our product and service innovations.
• Encourage a mindset of continuous improvement, where the pursuit of customer satisfaction drives team efforts and company policies.
• Analyze customer data and feedback to identify trends, challenges, and opportunities for improvement.
• Prepare and present regular reports on Customer Success metrics and client health to senior leadership and to the customers.
• Collaborate with Sales, Product, and Engineering teams to ensure client feedback is effectively communicated and acted upon.
• Build the team and mentor the team members.



Requirements:

• 7+ years of experience in Customer Success, Account Management, or a related role, with at least 3 years in a leadership position.
• Proven experience in managing and scaling Customer Success teams, preferably within the SaaS or cybersecurity industry.
• Strong understanding of the cybersecurity landscape and enterprise client needs.
• Exceptional communication, presentation, and interpersonal skills, with the ability to convey complex information in a clear and concise manner.
• Strong analytical and problem-solving skills.
• Ability and willingness to effectively work on hands-on tasks as well as high-level strategy and everything in between.
• Experience with North American Enterprise customers is a plus.
• Experience working in a startup environment, ability to run fast and deliver faster.
• Demonstrated ability to develop and implement strategies that drive customer satisfaction, retention, and growth.
• Experience with CRM and Customer Success tools, such as Salesforce, Fullstory, Intercom, Gong, etc.
• Availability to partially work on NA time zones.