Director of Enterprise CS

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.

We are currently seeking an experienced Director of Customer Success to join our team and lead our customer success initiatives.

As the Director of Customer Success, you will be responsible for overseeing and managing our customer success team. You will work closely with large and strategic customers to ensure they achieve their desired outcomes through the effective use of our products and services. Your primary goal will be to drive customer satisfaction, retention, and growth.

Key Responsibilities:

• Lead, mentor, and develop a high-performing customer success team.
• Develop and implement strategies to enhance customer satisfaction, retention, and growth.
• Build and maintain strong relationships with large and strategic clients.
• Work closely with clients to understand their needs, goals, and challenges and provide solutions to ensure their success.
• Monitor and analyze customer health metrics and proactively address issues.
• Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure a seamless customer experience.
• Drive the adoption and utilization of our products and services.
• Developed and delivered customer success plans and executive business reviews.
• Act as a trusted advisor to clients, providing insights and best practices to help them achieve their goals.
• Identify opportunities for upselling and cross-selling to drive revenue growth.
  
  

• 4-5 Years of proven experience in customer success or account management leadership roles, preferably with large and strategic clients.
• 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
• Native English or close to Native
• Excellent communication and interpersonal skills.
• Ability to build and maintain strong relationships with clients.
• Strategic thinker with strong problem-solving skills.
• Experience with customer success software and CRM systems.
• Ability to work in a fast-paced, dynamic environment.
• Strong analytical skills and the ability to use data to drive decisions.
• Demonstrated ability to drive customer satisfaction, retention, and growth.
• High degree of confidence working and building in Salesforce.com – a significant advantage