Customer Success Team Lead

JOB DESCRIPTION

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.
• 3+ 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 – a significant advantage
• High degree of confidence working with CS platforms - a 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.