Customer Success Manager

KMS Lighthouse is looking for an Account Manager to join our expanding Israeli-based team.

As Account Manager, you will manage our global customers and implement our solution within enterprise organizations. This role will see you participate in onboarding new customers and contribute towards maintaining a high level of satisfaction of existing customers– including the provision of training and support to customers using our products.

Responsibilities

• Manage project implementations for both new customers and those of our existing clients as their requirements grow
• Engage with our clients through remote meetings, email, phone or via the ticketing system
• Understand our clients' needs, tackle problems and where necessary, escalate the case to the relevant people
• Think creatively about technical issues and provide clients with workarounds when necessary
• Manage changes to the project scope, project schedule when needed
• Keep current on product releases and updates, including attending conferences and training as required to maintain proficiency

Requirements

• Previous relevant experience as a Customer Success Manager / Project Manager / Account Manager / Implementation Specialist
• Excellent client-facing and internal communication skills
• A strong ethos towards helping the team win
• Prior experience in SaaS environments (advantage of experience in knowledge management)
• Strong written and verbal communication skills in English
• Proven track record in account management and client relationship building
• Experience in contract negotiations and renewals
• Strong business acumen with the ability to identify upselling and cross-selling opportunities
• Ability to manage multiple client accounts simultaneously while maintaining high service standards
• Experience in conducting business reviews and presenting to C-level executives
• Strong analytical skills to interpret client usage data and provide strategic recommendations
• Proven ability to resolve client issues and manage escalations effectively