Customer Success Manager

Fireberry is looking for a passionate Customer Success Manager (CSM) based in Israel to join our team.

As a CSM you will own the end-to-end customer journey including kicking off new customers, onboarding, driving adoption, and leading renewals and upsells.

You will manage a portfolio of customers and own the relationship with them to keep them engaged and push for retention.

Are you the right person for the role?

If you have a sunny character, love to talk to customers, and have experience with CRM tools we want you to join us! If you are a problem solver and are great with people you are a good fit for the role. You must thrive in a startup environment, be proactive, data-driven, and eager to learn.

What you'll do:

• Lead Kick-Off calls with customers to set expectations and help define their KPIs.
• Build and deliver enablement programs to key users
• Design and lead workshops to drive product awareness, adoption and meet customer goals
• Proactively monitor health indicators and act upon alerts
• Manage calls with customers to maintain a solid relationship, answer product related questions and drive self-serve value.
• Drive renewals and upsells to a successful completion
• Be the voice of the client
• Perform events including webinars, round tables, office hours and many more
• Develop innovative strategies, tools, and methodologies to increase usage and product stickiness for customers
• Help to build and shape the Fireberry Customer Success engagement model of the future

What you need:

• A Bachelor’s Degree in Business, Marketing, Big data, Statistics or another related UX field
• 1-2+ years experience in a Consulting/Success/Onboarding role in a Technology/Consulting/SaaS/Digital organization
• Strong written & verbal communication skills, client-facing experience, and a customer-first attitude
• A good and a strong interest in technology, software, and the internet
• Highly structured work approach and the ability to manage multiple activities in parallel
• Strong project management and organizational skills