Head of Customer Success (CSM Team Lead)

We’re hiring a Head of Customer Success (CSM Team Lead) – and this one is hands-on.

At POC, we build a visual space management SaaS platform for B2B clients.

We’re now looking for someone to take ownership of our Customer Success function not just manage it, but actually run it.

This is not a “big team, big title” role. It’s a small team (3 CSMs), real responsibility, and full ownership.

What you’ll actually do:

• Lead and manage a small CSM team (priorities, structure, execution)
• Own customer relationships end-to-end (meetings, calls, ongoing work)
• Drive retention, usage, and upsell opportunities
• Run trainings, onboardings, and ongoing client engagement
• Bring structure where needed — processes, KPIs, and focus
• Stay hands-on — this is part leadership, part execution

What we’re looking for:

• Proven experience managing people (CSM / service / account management)
• Strong B2B customer-facing skills
• Someone structured, practical, and execution-oriented
• Comfortable being both the manager and part of the team
• Business mindset — understands retention, growth, and customer value
• Familiarity with commercial real estate or AutoCAD environments is a strong advantage

A few important notes (so expectations are aligned):

• This is a hands-on leadership role, not a corporate management layer
• Small team, real work not a “strategy-only” position
• Full-time, office-based role
• Salary: ~18,000 ILS gross