Customer Success Manager, Raanana, Israel

Centrical provides an employee-centric success platform that holistically navigates employees, turn-by-turn, to success. Using actionable KPIs, deep gamification, personalized microlearning, collaboration tools, and augmented coaching, Centrical puts the employee at the center of business success. With Centrical, employees succeed and grow, and businesses perform their best. Founded in 2014, Centrical serves a diverse client base comprised predominantly of global fortune 500 companies. Our platform is deployed worldwide and used by hundreds of thousands of employees. At Centrical, our people are driven by innovation and passionate about unlocking employee potential. Through a culture that’s encouraging, collaborative, and inclusive, we provide daily opportunities to excel. Centrical operates globally with offices in New York, London and Israel.

Responsibilities

• Manage a portfolio of 6-10 Enterprise Accounts across all stages from implementation through expansion and retention.
• Establish a strategic advisor relationship with each customer, managing the customer relationship, health, and risk, post-sale.
• Establish a deep knowledge of the customers’ business and organization, developing relationships with key customer stakeholders to secure contract renewals and drive further product adoption and expansion across the business.
• Work with customers to develop and execute a success plan that outlines how Centrical will address their business needs and measure performance against established metrics/KPI’s.
• Leverage both successful execution and relationship engagement to convert customers to evangelists and partners, helping us to grow our business and platform.
• Actively update customers on the evolution of the product. Show how the Centrical Product evolution will continue to enhance functionality and support customers’ evolving use cases and business needs.
• Collaborate with Sales, Marketing, Product, and our Partner community, to share best practices, improve internal capabilities, identify new customer business needs and effectively leverage all our available resources to drive customer success.
• Monitor customer utilization trends and perform health checkups to identify product recommendations and R&D needs.
• Conduct monthly and quarterly strategic business reviews with customer stakeholders to drive alignment and engagement.
  
  

• 3-5 years of customer management experience leading a $1-$5M portfolio with an emphasis on renewals and expansion.
• Comfortable discussing both commercial and technical topics and engaging in commercial negotiations with senior executives.
• Deep quantitative analysis skills, with proven business insight and judgment.
• Ability to rapidly develop and deliver creative business solutions for complex business problems.
• Experience implementing and using a variety of customer and commercial management tools and technologies (Salesforce, Excel, Jira, ZenDesk, Google Apps, BI tools, SQL queries).
• Able to excel in a rapidly changing, hyper-growth, Start Up environment, as an entrepreneurial, self-starter and highly collaborative team member.
• Experience within a globally dispersed, multilingual team.
• Strong presentation skills and ability to establish credibility and relationships with C-level executives.
• Excellent written and verbal communication skills.
• BA or BS required.