Customer Success Manager

At Sisense, we are on a mission to empower modern data teams to deliver insights to everyone inside and outside their organizations. Sisense delivers insights to everyone by enabling our customers to answer complex questions with data and drive the best business outcomes possible. As a Strategic CSM, you will build strong relationships with our strategic customers, serving as their trusted advisor to drive value and support their growth.

Why you should join our Customer Success Team:

In this strategic role, you will manage complex, mid-sized accounts while building and strengthening customer relationships to maximize value and drive retention and expansion. You’ll collaborate cross-functionally with a variety of teams, including support, product, and sales, working together to ensure customers achieve their goals with our solutions by communicating complex concepts clearly and professionally.

The position is based in Tel Aviv, with a hybrid work model: 2-3 days per week in the office and the remainder remote.

What you’ll be doing:

• Build deep, trusted relationships with strategic customers, positioning yourself as a key advisor to maximize their success and satisfaction. Conduct regular check-ins, business reviews, and strategic discussions to align with customer goals and ensure value realization.
• Identify growth opportunities within accounts, promoting additional products and services where relevant.
• Develop and execute account success plans that focus on retention strategies, risk mitigation and expansion potential.
• Understand customers' business needs and objectives, leveraging product knowledge to provide relevant insights and recommendations.
• Guide customers on best practices for utilizing the platform, maximizing product adoption and long-term value.
• Work closely with teams in support, product, and sales to address customer challenges and drive improvements in service delivery.
• Act as a voice of the customer, providing feedback to product and engineering teams to support product enhancements and development.
• Identify and flag potential risks early, working proactively with the customer and internal teams to mitigate churn.
• Take ownership of issues, collaborating with support/R&D teams to resolve them efficiently and keeping customers informed throughout.
• Track and analyze account health metrics, to assess overall account stability and satisfaction.
• Conduct EBRs with key stakeholders to discuss performance, showcase value, and align on future goals.
• Conduct regular briefings on account status to senior management and other internal stakeholders.

Requirements:

• Minimum of 3-5 years of experience as a CSM, with a proven track record of supporting large-scale, enterprise-level clients.
• Proactive and solution-oriented, with a natural ability to serve as a trusted advisor to customers and anticipate their needs.
• Exceptional interpersonal, listening, written, and verbal communication skills.
• Proven ability to build and maintain strong, multi-level client relationships, including executive-level engagement.
• Experience working with quarterly or annual targets, and consistently achieving or exceeding performance goals.
• Proven ability to identify and capitalize on up-sell and cross-sell opportunities, driving additional value for customers.
• Strong experience in renewal planning and execution, ensuring long-term customer retention and growth.
• Strong project management skills with the ability to manage and deliver complex technical products and solutions.
• Ideally, experience in Business Intelligence (BI) solution implementations or similar technical solutions.
• Demonstrated ability to collaborate cross-functionally with teams (such as product, support, and engineering) to address complex technical issues and customer requests.
• Ability to navigate and manage complex client environments, building rapport and trust with key stakeholders.
• Superior critical thinking, decision-making, and problem-solving skills, with a focus on finding solutions to challenges.
• Customer-centric mindset with a commitment to customer satisfaction and delight, driving value and long-term success for clients.
• Ability to work in a fast-paced, dynamic environment while managing multiple priorities effectively.
• A results-driven approach, with a focus on continuous improvement and learning.