Customer Success Manager - Scale Team

Description:

About Atera: 

Atera is inventing a new way of managing IT end-to-end for IT professionals and IT teams around the world. Atera's all-in-one AI-powered IT platform is revolutionizing the IT industry. By creating an AI-powered IT platform, Atera's all-in-one Remote Monitoring and Management (RMM) Helpdesk, Ticketing, and Reporting solution helps over 12,000 companies achieve 10X operational efficiency, cut down time-to-resolution, and deliver better outcomes, faster.

Atera's team of passionate, dedicated, and committed individuals is driven by a shared mission to unleash everyone's potential and constantly innovate. We create an open, transparent, and supportive environment that gives our teams the autonomy, resources, and freedom to thrive.

We are looking for a Customer Success Manager to join our TLV team!

Our Customer Success Managers are the face of Atera to our clients. Your goal is to learn as much as possible about our customers' needs and their business workflow. As a Customer Success Manager (CSM) for our Scale team, you will be expected to deliver value and ROI to a high-volume portfolio of Atera customers. Unlike a traditional relationship-led CSM role, this position runs on a structured, task-driven operating model: your day-to-day is organized around system-generated tasks, each following a defined playbook and SLA. You'll be expected to work this queue reliably and consistently across dozens of accounts at once, coordinating with Account Managers and other internal resources as needed, and hitting defined call-quality and productivity KPIs.

Working days are Monday-Friday, with in-office presence required three days per week at our TLV office.

Responsibilities:

• Commercial responsibility for renewing and expanding your book of business
• Work a queue of system-generated tasks, following the defined playbook and SLA for each
• Own the renewal process end-to-end starting 6 months out: reviewing account health and usage, following a structured outreach cadence, and escalating on schedule when a renewal stalls
• Drive adoption, manage risk, and identify growth opportunities across your portfolio, coordinating with Account Managers and other internal resources as needed
• Analyze account-level data and portfolio-level trends to prioritize your queue by risk, renewal timing, and growth potential
• Educate clients on how to best use Atera's platform, aka "best practices"
• Lead value-driven conversations with customers across calls and one-on-one demos
• Maintain accurate, up-to-date records of account status, sentiment, and task progress in Salesforce
• Demonstrate continuous value of Atera's solutions by keeping high retention rates across your book

Requirements:

• 3+ years of experience in a technical and customer-facing role, managing a high-volume portfolio of customers simultaneously
• Measured on commercial results 
• Comfort working within a structured, task- and playbook-driven process, with the discipline to follow defined procedures and SLAs consistently across a large book of accounts
• CRM fluency (Salesforce or equivalent) - comfortable managing a queue of automated, system-generated tasks and keeping records current
• Understanding of IT infrastructures (Networks and Operating Systems), or interest and readiness to learn
• Solid understanding of customer lifecycle stages
• Ability to understand complex technology and explain it simply
• Strong quantitative and analytical skills; ability to identify data trends across a large portfolio and prioritize accordingly
• A proven record of retaining and growing multiple client relationships at volume, with a strong sense of urgency
• Committed to customer satisfaction with a passion for customer success
• Ability to work in a fast-paced, dynamic environment with shifting priorities
• Superior organization and prioritization skills, with strong attention to detail
• Self-motivated, detail-oriented, with strong communication and interpersonal skills
• Problem-solver, resourceful, and independent

Benefits and Compensation:

In addition to competitive salaries, Atera offers an enticing benefits package designed to support the well-being and professional growth of our employees. This package includes stock options, comprehensive health insurance covering dental and vision care, as well as a generous allocation of paid vacation days.

At Atera, we operate under a hybrid model, allowing our employees the flexibility of three office days per week, enabling collaboration and connection while also accommodating remote work arrangements.

Dedicated to fostering a culture of equality, diversity, and inclusion, Atera is committed to eradicating discrimination in all its forms. We value the unique perspectives and contributions of each individual and strive to create an environment where all employees are empowered to thrive. Our recruitment process is merit-based, ensuring that qualified candidates are considered regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.

We are dedicated to building a workforce that reflects the diversity of society and our customer base, and we are committed to creating an inclusive environment where every employee feels valued, respected, and empowered to excel.

More about our benefits:

Atera is highly collaborative and, yes, fun! To support you at work (and play) we offer some fantastic perks: ample time to learn from your teammates and contemporaries, time off to relax and recharge, community volunteer days, an annual budget to support your learning & growth, a company-paid trip, and lots more.