Customer Success Manager JB-26762

About us:

A unique opportunity to join a new and advanced cutting-edge technological payments product in a rapidly growing startup within a big financial organization. If you want to shape the future of payments, innovate and make an impact, join us to set up to The Platform.

About the role:

• Manage ongoing relationships with mid-market and enterprise customers, as well as strategic partners.
• Own and support the entire customer journey, including onboarding, implementation, ongoing product usage, and expansion.
• Proactively drive customer adoption and increase usage of the company’s products and solutions.
• Develop a deep understanding of credit, acquiring, card, and payment processes.
• Lead business review meetings (QBRs/MBRs), presenting key data, insights, and recommendations.
• Conduct training sessions for customers to ensure effective product adoption and usage.
• Identify churn risks and lead proactive retention initiatives.
• Collaborate closely with Product, R&D, Sales, and Support teams.
• Represent the Voice of the Customer (VoC) within the organization and drive customer feedback to support continuous product improvement.
• Ensure SLA compliance and maintain high levels of customer satisfaction.

Requirements:

• At least 3 years of experience in Customer Success, Account Management, or Strategic Partnerships – required; fintech experience is an advantage.
• Experience working in a B2B SaaS environment – an advantage.
• Proven ability to manage complex, cross-functional processes and effectively prioritize multiple tasks.
• Excellent interpersonal and communication skills, with a strong customer-oriented and business-minded approach.
• Proactive mindset, strong sense of ownership, and ability to work independently.
• Experience working with CRM and/or ticketing systems, such as Zendesk.
• Fluent Hebrew and a high level of English – required.
• Experience driving upsells and cross-sell opportunities as part of Customer Success activities.
• Business and operational understanding of credit, payments, acquiring, or credit card operations – an advantage.