Customer Success Manager

Social media is being manipulated by bad actors, damaging the reputations of brands and individuals, spreading fake news and consumer hate. Cyabra’s technology filters through social conversations to empower brands and government agencies to uncover disinformation and discern people’s real sentiments online. Our powerful lens taps into hives of activity that are connected by common interests and passions to provide a deeper understanding of what drives consumers to help brands make smarter decisions.

We’re looking for a talented Customer Success Manager (CSM) to provide ongoing support and training to our existing customers in the government space. You’ll be responsible for developing a positive customer experience and fostering healthy working relationships with both business professionals and government officials. You’ll need to ensure long-term client retention and loyalty by presenting product information, addressing customer issues and leading discussions around upsells and renewals. Ultimately, you’ll have the unique opportunity to become a highly valued business partner and trusted advisor, and implement strategies that help companies and governmental institutions succeed far beyond what they had imagined.

As a Customer Success manager you will wear many hats in the post-sales process and to fit this role, you've ideally been in the SaaS world for 3+ years across customer success, account management or similar roles in the public. You will need to share our passion for data and insights, and really want to learn and grow. You will have a thirst for knowledge, a can-do attitude and be willing to learn by yourself whatever is needed in order to become a remarkable problem-solver for our customers.

What's to love about this role?

• You'll spend your days learning about what makes businesses and government institutions tick and how to deliver unique insights to help them reach their goals.
• You will get extraordinary satisfaction from being the go-to person that will partner with exciting organizations to lead projects through from the very infant stages of discovery and implementation all the way through to adoption and engagement.
• Manage your own portfolio with autonomy as you would run your own business; with a focus on customer growth, engagement and retention.
• You'll collaborate and be encouraged to put forward new ideas as you work in tandem with Sales, Support, Product, Marketing and other key cross functional teams at Cyabra.

What you’ll own like a boss:

• Assist customers with setting up and navigating our platform
• Hold product demonstrations, create training courses and educational materials for our paying customers
• Ensure our data is accessible, usable and valuable to everyone
• Analyze data to improve onboarding processes and customer experience
• Mediate between clients and Cyabra by handling and resolving customer requests on a daily basis
• Proactively engage with customers using data insights to monitor adoption and/or utilization, guiding them to recognize greater value
• Focus on growing client results and making recommendations that improve their business
• Work closely with the management team to develop the business and service offering
• Ensure CRM and all other internal systems are accurate and up to date

REQUIREMENTS

What will make you stand out to us:

• Proven work experience in managing a diverse group of clients including governments and law enforcement agencies
• Exceptional ability to communicate and foster positive business relationships
• Ability to learn quickly, independently, and easily grasp new software (or technical) applications
• Competency to understand customer use cases and needs, and to apply product capabilities to address them
• Self-driven, organized, proactive nature, and passion for service
• Experience with Customer Relationship Management (CRM) software such as, Salesforce or Hubspot
• Proficient in Microsoft Office specifically Excel and PowerPoint, and Google Workspace
• Willingness to travel

Why you’ll love working at Cyabra:

• We believe in bringing authenticity to the digital realm, offering a lens of truth in what became a complex digital jungle.
• We are committed to helping keep the internet safe
• We offer extremely valuable insights and are constantly innovating to stay ahead of other technologies.