Customer Success Manager

Matics is seeking an energetic and professional Customer Success Manager to join the team.

About Matics:

Matics is a leading company specializing in Digital Transformation for manufacturers. We pride ourselves on delivering exceptional customer experiences and providing innovative solutions to our global customers, such as Kraft Heinz, Ipackchem, PepsiCo SodaStream, Nestle, and more.

We are making a big impact, simple

About the role: 

We seek an experienced and dedicated Customer Success Manager (CSM) to join our team. The ideal candidate will manage customer relationships to drive adoption, ensure renewals, and identify and nurture upsell opportunities, ultimately fostering customer advocacy and satisfaction. 

This role focuses on the SaaS domain for manufacturing companies and requires expertise in operational excellence (OPEX) and manufacturing best practices. Experience working for a consultancy company (or equivalent) is a great advantage.

Main Responsibilities & Activities:

• Manage Customer Relationships:

1. Oversee all customer activities and manage account relationships
2. Focus on ensuring customer renewals and preventing churn
3. Identify and foster opportunities for upselling and cross-selling

• Drive Product Adoption:

1. Align and understand the customer’s goals and KPIs
2. Promote and demonstrate the unique value propositions (UVPs) of our SaaS solutions according to business requirements
3. Train the customer on Matics’ platform to meet their business goals and leverage the full potential of the platform 
4. Track the customer performance and support them in improving those KPIs over time

• Serve as a subject matter expert on our platform for our customers
• Act as a customer advocate internally and influence the product development roadmap
• Effectively collaborating with internal teams including product management, R&D, sales, operations, and finance
• Stay up-to-date with the latest product developments, industry trends, and emerging technologies to offer top-notch support to customers
• Travel to customer sites, local and abroad, as required

Requirements:

• +4 years of proven experience in a Customer Success Manager, Account Management, Consultancy, or similar role
• Expertise in OPEX and manufacturing best practices.
• Either from working in a consultancy company or at a manufacturing company (Food & Beverages an advantage)
• Strong relationship management skills with the ability to engage with customers effectively
• Ability to understand and demonstrate the value of technical solutions to customers according to business requirements
• Experience in SaaS, particularly for manufacturing companies, is a big advantage
• Strong organizational and project management skills with the ability to manage multiple accounts and tasks simultaneously.
• Excellent communication and interpersonal skills (advantage for multiple languages)
• Tech savvy, excellent analytical skills, and detail-oriented

Location: 

Hybrid position in Israel, with possible travel abroad.

What we offer:

Matics is a workplace that encourages an open culture. Everyone is a hands-on contributor and feels comfortable sharing ideas and opinions. We are passionate about innovation and striving for success.