Customer Success Manager

Location: Hybrid (Tel-Aviv District)

Department: Customer Success

Reports To: CEO

Type: Full-time

About Us

Pluro is a fast-growing web accessibility company committed to delivering innovative tools that empower web accessibility consultants and web developers to provide high-level, ongoing web accessibility solutions to their clients. We're seeking a technically adept and client-focused Customer Success Manager who combines sales acumen with programming expertise to lead customer engagements from demo through onboarding and long-term retention, ensuring product value realization and driving revenue growth.

Job Overview

As a Customer Success Manager, you will play a critical role in ensuring our customers achieve their desired outcomes through the effective use of our product. You will combine your technical knowledge, sales experience, and customer relationship skills to help customers adopt, optimize, and expand their use of our solutions. You will serve as the main point of contact post-sale, guiding onboarding, managing retention efforts, and identifying upsell opportunities.

Key Responsibilities

• Serve as the trusted advisor and main point of contact for a portfolio of customers.
• Understand and align customers’ technical and business needs with our product capabilities.
• Lead onboarding, implementation, and training for new customers.
• Develop and maintain strong customer relationships that drive high satisfaction, retention, and advocacy.
• Troubleshoot technical issues and collaborate with support/engineering teams to resolve them efficiently.
• Monitor account health, proactively address risks, and work to prevent churn.
• Identify and pursue expansion, cross-sell, and upsell opportunities in partnership with the sales team.
• Gather customer feedback and share insights with product, engineering, and marketing teams to influence roadmap and strategy.

Requirements

Must-Haves:

• 2+ years of experience in Customer Success, Account Management, or a related client-facing role in SaaS or B2B enterprise software.
• Prior experience in software sales or pre-sales support.
• Hands-on programming experience (any language or framework)
• Ability to explain complex concepts to non-technical users.
• Proven ability to manage multiple clients and priorities simultaneously.
• Excellent communication, presentation, and interpersonal skills.
• Experience working with CRM and CSM platforms (e.g., Salesforce, HubSpot, Gainsight, or similar).
• Fluent English speaker

Nice-to-Haves:

• Background in web development (e.g., HTML, CSS, JavaScript) — helpful for understanding our users' workflows and speaking their language.
• Familiarity with RESTful APIs, webhooks, and cloud platforms (e.g., AWS, Azure).
• Experience working in agile or startup environments.
• Technical certifications (e.g., AWS, Google Cloud, etc.).