Customer Success Manager

About N2W 

For the last 12 years N2W has been a pioneer in the AWS backup and recovery space, servicing some of the biggest brands in the world across most industries such as consulting, banking, pharmaceuticals, telecommunications, governmental agencies, educational institutions and more. 

N2W provides cross-cloud backup and recovery capabilities across Amazon AWS, Microsoft Azure and Google Cloud (GCP). The solution is secure and scalable, and ensures swift backup and recovery—across regions and accounts—for critical IT infrastructure, with recovery times of under 60 seconds. It also features comprehensive reporting, audit trails, and cost-effective long-term archival, even in high-volume environments. 

About the Role 

Own a portfolio of enterprise customers, and everything that comes with it: their health, their renewals and their growth. As a Customer Success Manager at N2W, you are the project manager of your own book of business, helping some of the world’s biggest brands protect their critical cloud workloads. 

You will work closely with customers to understand their needs, provide strategic guidance, and make sure they get maximum value from N2W. 

Your focus is customer health and revenue ownership. You own renewals and upsells 100%, with no Sales involvement. The role combines commercial and technical skills. You should be curious about technology and comfortable in technical conversations. Support and Solution Engineers back you up on the deep technical work, and you will build your own technical depth over time. 

Main Responsibilities 

• Own Your Book of Business: Be the primary point of contact for your portfolio, which includes both high-tier and low-tier customers. Each tier has its own service level and engagement cadence. 
• Customer Onboarding: Guide new customers through onboarding and make sure their AWS, Azure and GCP backup and disaster recovery setup is ready to deliver value from day one. 
• Technical Conversations: Lead customer conversations about cloud backup and DR and how N2W fits their environment, bringing in Support and Solution Engineers when a deeper technical dive is needed. 
• Health and Adoption: Track usage, engagement and health scores to spot risks and opportunities early. Run QBRs and training sessions that help customers get more from N2W. 
• Renewals and Upsells: Own renewals and expansion end to end, from forecasting to closing, and report on your portfolio’s quarterly metrics. 
• Issue Escalation: Act as the owner of customer issues that put a relationship at risk, coordinating with Support and Engineering until they are resolved. 
• Customer Advocacy: Be the voice of the customer inside the company, bringing feedback to Product and R&D to drive continuous improvement. 
• Cross-Team Collaboration: Work with Support, Solution Engineers, Marketing and Sales, and help shape the CS practices and renewal playbooks of the global team. 

What Your First Year Looks Like 

• First 60–90 Days (Onboarding): You learn the AWS, Azure and GCP ecosystems and how N2W fits into them. You learn our ongoing CS practices, what they mean for renewals, and how to work with the teams around you: Support, Solution Engineers, Marketing and Sales. 
• After Onboarding: You take charge of your book of business and are accountable for all of its quarterly metrics. 
• After 6–12 Months: Once you are settled in your role, each CSM takes on additional projects, either CS-specific or company-wide. This is where your interests take you, so you can grow, explore and contribute more. 

Minimum Qualifications 

• Experience: 3+ years in customer success, account management or a related role, preferably in the software or technology industry. You have owned a portfolio of accounts and been accountable for their renewals. 
• Customer Engagement: You have run business reviews with customers, including senior stakeholders. 
• Technical Aptitude: You pick up new technologies quickly. 
• Communication: Excellent written and verbal English, preferably as a native speaker, and the ability to explain complex technical topics clearly to non-technical audiences. 
• Problem-Solving: You spot risks early, analyze them, and drive them to resolution with other teams. 
• Collaboration: You have worked with Sales, Product, Engineering and Support to solve customer problems. 
• Availability: You can work a hybrid schedule from Haifa and start as early as 06:00 2–3 days a week for APAC meetings. 
• Education: Bachelor’s degree, preferably in business or a related field, or equivalent work experience. 

Preferred Qualifications 

• Cloud Knowledge: You understand the AWS/Azure/GCP ecosystem or the storage/backup space. 
• Certifications: AWS, Azure and GCP certifications are a plus. 
• CS Platforms: Experience with Gainsight, Totango or a similar customer success platform. 
• SaaS Renewals: Hands-on experience managing SaaS renewals. 
• Partners and MSPs: Exposure to partner or MSP customers. 

Why Join Us 

You own your portfolio, with a lot of autonomy and responsibility and the freedom to develop it in many different directions. We train you and keep guiding you every step of the way, all within a very flat organization. 

If you succeed in keeping and growing your book of business, you can also be entitled to extra bonuses and travel to meet your customers around the world, for example at the AWS Summit in Sydney. 

Anyone can pitch ideas and contribute to the direction the company is going in. Your voice is heard and carries weight.