Customer Success Manager - Silver Accounts

As the Customer Success Manager - Silver Tier Accounts, you will play a vital role in ensuring the success and satisfaction of our existing customers, mainly the Low touch Silver accounts. You will be responsible for managing the commercial aspects of customer success, with a specific focus on renewals, upsells, and overall customer retention. Your ability to effectively collaborate with cross-functional teams, analyse customer data, and implement operational improvements will be key to your success in this role.

The position is based in the TLV office.

Responsibilities:

Manage a portfolio of smaller clients under the "Silver" support agreement, being the primary point of contact for all renewal, upsell, and retention activities.

Responsible to manage Customer Life Cycle and Accounts growth

Customer Data Analysis: Analyse customer data, including product usage metrics, customer feedback, and other relevant data points, to identify trends, patterns, and areas for improvement. Utilise this information to develop actionable insights and strategies to enhance customer success and overall satisfaction.

Monitor and follow up on payment/invoicing and support

Cross-Functional Collaboration: Collaborate closely with various internal teams, including Sales, Customer Success, Product, and Support, to ensure a seamless customer experience. Provide insights and recommendations to cross-functional teams to improve customer satisfaction and retention.

Business Escalations point of contact

Requirements:

At least 2 years prior experience working as SMB CSM in SaaS vendors. - must

Experience with negotiating and closing renewals, expansions and upsells - must.

Demonstrated experience working with smaller clients and providing a light-touch, personalised approach to client interactions, using automation.

Proven ability to manage multiple relationships and prioritise tasks effectively.

Strong communication and interpersonal skills, with the capability to build rapport and convey complex ideas in a simplified manner.

Analytical mindset, comfortable drawing insights from client data and usage patterns.

Proficiency in using Salesforce

Advantage with experience using Customer Success platform

Bachelor's degree in Business, Marketing, or a related field.

Proficiency in English - must.

Willing to Travel to customers, when needed - up to 20%.

Hybrid work – expectation to be in the office 3 times a week.