Customer Success Manager

We are expanding our Customer Success team and looking for our first CSM hire at the Israeli office! You will play a critical role in ensuring our customers successfully adopt and use our AI-powered search platform within the enterprise. You will work closely with customers throughout their journey, helping them achieve their desired outcomes, while also handling customer support inquiries and technical troubleshooting. This hybrid role requires strong technical acumen, excellent problem-solving skills, and a commitment to delivering an outstanding customer

Key Responsibilities:

• Act as the primary post-sales contact, guiding customers through onboarding, adoption, and retention phases
• Lead onboarding for Enterprise customers, ensuring a smooth transition from sales and achieving rapid time-to-value
• Provide user training and leverage adoption playbooks to help customers maximize the value of Unleash products
• Build and nurture strong relationships with key stakeholders across customer organizations
• Develop a deep product expertise to offer technical guidance and tailored recommendations
• Craft and execute account expansion strategies that drive revenue growth and increase customer lifetime value
• Own and manage customer renewals, mitigating risks and ensuring sustained product value to reduce churn
• Conduct regular check-ins, business reviews, and proactive outreach to ensure satisfaction and identify upsell/cross-sell opportunities
• Act as the customer’s advocate by gathering feedback and collaborating with internal teams (product, engineering, marketing) on improvements and feature requests
• Monitor support tickets, troubleshoot issues, and escalate to engineering when needed, keeping customers informed and satisfied throughout the process
  
  

• 3+ years of experience in Customer Success or a similar role in a B2B startup or SaaS environment, ideally with a technical product
• Strong technical aptitude with the ability to learn and understand complex software products
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences
• Empathy and a customer-first mindset; ability to build trust and foster positive relationships
• Ability to thrive in a dynamic, fast-paced environment with minimal supervision
• Excellent verbal and written communication skills in English (native level or equivalent)
• Ability to work from our office in Tel Aviv 3 days a week
  
  

• Experience working with APIs or software integrations
• Familiarity with cloud platforms (AWS, GCP, Azure)
• Generative AI experience, including working with AI-driven tools, LLM technology, or integrating AI capabilities into customer workflows