Customer Success Manager

About the Company

Surense is a bootstrap company founded in 2019, located in Modi’in/Rishon LeZion. The company has developed an innovative SaaS-based CRM system designed specifically for the insurance industry, supporting customer management, sales, and operations.

Our platform is already implemented by thousands of users across the insurance sector and has become a leading player in the field, enabling professionals to provide millions of end customers in Israel with reliable, efficient, and professional service.

Job Description

Surense is growing and looking for an experienced Customer Success Manager to join our team!

In this role, you will lead a team of CSMs, build strong relationships with insurance agents and business customers, drive onboarding and adoption processes, and ensure consistently high levels of customer satisfaction.

This is an exciting opportunity to play a key role in an innovative insurance-tech company, directly impacting the success of our customers - and our own growth.

This is a full-time, on-site position.

Responsibilities

• Build and maintain strong relationships with insurance agents and key business customers, developing a deep understanding of their needs and challenges.
• Drive customer satisfaction and ensure customers maximize the value from our product.
• Lead and mentor a professional team of 3–4 Customer Success Managers.
• Monitor and analyze key KPIs (e.g., product usage, retention rate, customer satisfaction), and present insights and reports to management for continuous improvement of the customer experience.
• Handle and resolve customer issues with professionalism and speed.
• Collaborate closely with Product, Sales, and Onboarding teams to ensure overall customer success.
• Develop and adopt Customer Success best practices tailored to SaaS and the insurance industry.

Requirements

• Minimum of 4 years’ experience in Customer Success / Account Management roles in a technology-driven SaaS company, including managing B2B customer relationships - strong advantage for experience in the insurance industry.
• Strong analytical skills with the ability to extract insights from customer usage data to improve the customer journey.
• Proven experience defining, monitoring, and analyzing KPIs in Customer Success, with the ability to translate findings into actionable plans that improve satisfaction, retention, and account growth.
• Familiarity with CRM and Customer Success tools (e.g., Salesforce, Monday.com, Intercom, Zendesk) – advantage.
• Excellent service orientation with versatility in working with diverse customers and stakeholders, including the ability to deliver professional training sessions and perform under pressure.
• Relevant academic degree - advantage.
• Good level of English - must.

We are committed to equal employment opportunity regardless of race, religion, gender, age, sexual orientation, or any other personal characteristic – all qualified candidates are welcome to apply.