Account Growth and Success Manager

Mend is seeking a skillful Account Growth and Success Manager to join our team!

Location- Israel ( hybrid ) - You will work Monday to Friday in this position, with two days in the office and three days from home.

Customer Relationship Management

Build and maintain strong relationships with customers to understand their needs, challenges, and goals
Conduct regular monthly check-ins to assess satisfaction and proactively address concerns
Maintain proactive communication via newsletters, updates, and value-sharing
Act as the voice of the customer internally, advocating for their needs
Collect and analyze customer feedback to drive product and process improvements

Onboarding and Customer Education

Collaborate with the Professional Services (PS) team to ensure successful onboarding
Deliver comprehensive product training, including features, best practices, and security concepts
Provide ongoing knowledge-sharing on Mend products, AppSec, threat modeling, and secure coding

Customer Health Monitoring and Retention

Monitor customer health metrics and engagement scores to identify at-risk accounts
Conduct proactive outreach to disengaged customers before issues impact renewals
Analyze customer usage data to find opportunities for optimization
Escalate complex technical issues to Support or Engineering teams as needed

Cross-Functional Collaboration

Work closely with Sales, Product, R&D, Marketing, Field, and Support teams to ensure a seamless customer experience

Customer Goal Measurement

Track customer KPIs to measure progress toward business and security goals
Clearly demonstrate the value of Mend's AppSec solutions in mitigating risk
Lead Executive Business Reviews (EBRs) to discuss strategic outcomes and value realization

Upsell and Cross-Sell Opportunities

Identify opportunities for expansion through additional Mend products
Provide tailored recommendations to drive adoption based on customer needs and usage patterns

Renewal Strategy & Execution

Own and manage the end-to-end contract renewal process
Develop renewal strategies to maximize retention and growth
Identify upsell and cross-sell opportunities as part of renewal planning
Streamline and improve renewal operations and retention practices

Continuous Improvement

Continuously refine and optimize customer success processes for efficiency and impact
Stay current on industry trends and Mend product knowledge to better serve customers

Requirements:

Requirements



Proven experience in a similar role combining Customer Success Manager and Account Management responsibilities.
Strong communication and interpersonal skills – excellent written and verbal communication, active listening, and relationship-building.
Technical proficiency – solid understanding of application security concepts, tools, and methodologies.
Customer-centric mindset – genuine focus on customer needs, satisfaction, and long-term success.
Problem-solving and analytical abilities – comfortable analyzing data, identifying patterns, and resolving issues.
Project management skills – ability to manage multiple priorities, tasks, and timelines effectively.
Proactive and results-oriented – motivated to anticipate customer needs and deliver measurable outcomes.
Strategic thinking – able to align customer goals with Mend's value proposition.
Relationship-building – capable of fostering long-term trust and collaboration with customers and internal teams.
Adaptability – flexible and open to change in a dynamic, fast-paced environment.
Customer advocacy – dedicated to voicing customer feedback and driving improvements internally.
Empathy – sensitive to customer concerns, providing support with patience and care.