VP Customer Success

Overview:

Madlan is revolutionizing the way people buy and rent new homes by empowering them with knowledge. Our experts are generating dozens of insights for every address in Israel. We enable people to envision life in a new home before signing a contract and moving in.

Our goal is not only to provide great service to our customers, but also to help the company learn and improve based on insights from our customers

We are seeking an experienced Customer Success Leader to lead our team in driving customer satisfaction, retention, growth and to be a member of our management team. You will manage a team of Customer Success Managers (CSMs) and work closely with cross-functional teams to ensure customers are fully supported throughout their journey and maximize the value of our products and services.

Key Responsibilities:

• Lead & Develop: Manage, mentor, and coach a team of Customer Success Managers, setting performance goals and ensuring continuous development.
• Customer Retention & Satisfaction: Drive customer retention and renewal strategies, ensuring clients achieve their business outcomes and remain satisfied with our solutions.
• Customer Success Strategies: Implement processes for onboarding, product adoption, and engagement, ensuring a seamless customer journey.
• Cross-Functional Collaboration: Work closely with Sales, Product, and Finance teams to align customer success efforts with broader company goals.
• Monitor & Analyze Metrics: Track key metrics and customer health scores to identify risks and opportunities for improvement.
• Customer Advocacy: Represent the voice of the customer internally, providing feedback to the company management, Product, and Engineering teams to enhance the product roadmap.

Requirements:

• Bachelor’s degree in Business, Marketing, or related field.
• 8+ years in Customer Success, Account Management, or related roles, with at least 2 years in a leadership position.
• Strong leadership, communication, relationship-building and multitasking skills
• Data-driven with experience using platforms such as Zendesk, Insightly, and Looker.
• Experience working in fast-paced, high-growth environments.
• Ability to thrive in a collaborative, team-oriented environment.
• Certification in Customer Success or related disciplines is a plus.
• Sales-oriented and strong ability to meet target goals.
• Nice to have - Knowledge/ experience in the real estate market.
• Proficiency in Hebrew is essential.