Customer Success Manager

We are looking for a technical CSM for a big global security company.

The Customer Success Manager (CSM) will manage all aspects of the post-sales relationship, ensuring that customers realize business value through the onboarding and adoption of cloud services. In addition to ensuring customer health, the CSM will conduct scheduled service reviews. As a CSM, you will be responsible for managing a portfolio of customer accounts, building strong relationships, and ensuring regular engagement with customers.

Engagement Framework:

• Deliver an introductory meeting with the customer and internal stakeholders to determine onboarding milestones and a high-level plan.
• Ensure quick rollout for customers and mitigate any challenges that may delay or stop deployment using internal resources.
• Conduct reviews with scorecards linked to the customer’s business objectives.
• Coordinate internal resources to ensure customers’ business needs are met.
• Support local teams’ sessions with the customer during major events and incidents.
• Follow up and log interactions with your customers.
• Plan and execute upsell and cross-sell activities.

Requirements:

• 5 years of experience as a CSM or a project manager.
• Networking and security background is a must.
• Experience working directly with customers.
• Experience with escalation calls- Must
• Excellent presentation and communication skills.
• Ability to build relationships and trust quickly.
• Ability to understand technology and deep-dive into it.
• Strong written and verbal communication skills.
• Fluent in English.
• Ability to work under high pressure according to processes and procedures.
• Experience managing resources in a matrix organization in remote locations.
• Active listening skills.
• Preparedness – able to ensure that all areas are considered before engaging with customers.
• Demonstrate empathy – look through the eyes of others.
• Self-aware, quick learner, detail-oriented.
• Flexible for working off hours remotely.
• Working from TLV office 4 times a week