Customer Success manager Onboarding/SMB/Scale

Shapes is building an AI‑driven platform that helps HR leaders manage the employee lifecycle. With ~200 customers and US$1 M in ARR, we’re growing our Customer Success team in Tel Aviv. This role focuses on onboarding and managing many small‑to‑medium accounts (0‑150 users). You’ll own the post‑sale experience end‑to‑end – from implementation through adoption – and help shape our customer success playbook.

What you’ll do:

Own onboarding and implementation: Design and execute a smooth onboarding journey for new customers. This includes account setup, data migration and personalized product training sessions.

Educate and train users: Deliver workshops, interactive tutorials and one‑to‑one coaching to ensure HR leaders and their teams get value quickly.

Create scalable resources: Develop video tutorials and collateral to help customers self‑serve.

Manage a high‑volume portfolio: Juggle dozens of small and mid‑size customers by prioritizing your time, aligning touch points to customer value and moving quickly.

Act as the voice of the customer: Capture feedback, surface product gaps and work closely with engineering and product teams to influence the roadmap.

Track and improve success metrics: Monitor onboarding completion rates, time‑to‑value and product engagement. Use data and customer feedback to continuously refine our processes.

What we’re looking for:

Experience & domain: 1–3 years in a customer success, onboarding or account‑management role in a B2B SaaS environment. Familiarity with HR workflows is a plus.

Communication & teaching skills: Clear communicator, skilled at breaking down complex concepts for non‑technical users. You enjoy teaching and creating “aha!” moments.

Organization & prioritization: Comfortable managing a large book of small accounts and prioritizing effectively. Detail‑oriented with strong project‑management skills.

Product curiosity: You like becoming a product expert and are eager to dive deep into technical details.

Data‑driven mindset: You enjoy optimizing processes using metrics and feedback.

Team player: Ability to collaborate with sales and marketing to ensure a seamless handoff and align customer messaging.