Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Act as the primary relationship manager for enterprise accounts throughout Israel and selected customers in the rest of the world.

• Cultivate robust, multi-tier relationships with executive sponsors, program managers, IT leaders, business stakeholders, and end-user teams.

• Facilitate Executive Business Reviews centered on business value, adoption progress, return on investment, and strategic alignment.

• Advocate for the customer within the organization and ensure their feedback shapes product direction, delivery priorities, and account strategy.

• Develop and implement onboarding, enablement, and adoption plans customized to each customer's workflows and success objectives.

• Establish business outcomes, key performance indicators, and success criteria early on and monitor them throughout the engagement lifecycle.

• Detect usage gaps, misalignment among stakeholders, and risk indicators before they impact account health.

• Conduct enablement sessions, stakeholder workshops, and internal customer programs to enhance adoption.

• Collaborate closely with Solution Architects to align technical delivery with executive-level business outcomes.

• Keep detailed account plans, stakeholder maps, risk registers, and success roadmaps updated.

• Monitor health metrics, usage trends, adoption rates, and escalation points utilizing internal customer success processes and tools.

• Handle escalations with urgency, ownership, and a structured approach until resolution is achieved.

• Work cross-functionally with Product, Engineering, Sales, and Legal teams to uphold customer commitments and resolve issues.

• Spot opportunities for expansion across teams, new use cases, business units, and broader deployment initiatives.

• Assist with renewals and upsell strategies in collaboration with the Sales team.

• Keep track of renewal risks and ensure any concerns are escalated promptly with a mitigation plan.

• Foster champions and internal advocates who support Wand’s position during procurement and renewal processes.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Enterprise Account Management, or Program Management within the enterprise software sector.

• Experience collaborating with or within enterprise organizations in Israel and/or international markets.

• Fluency in Hebrew is essential, along with strong English communication skills.

• Required experience in Financial Services and/or Insurance; experience in RegTech, FinTech, or InsurTech is also highly advantageous.

• Experience overseeing complex enterprise accounts with numerous stakeholders and extended planning or renewal cycles.

• Capability to comprehend technical and AI-driven products and communicate effectively with both business and technical audiences.

• Strong executive presence and experience in leading structured customer programs.

• Willingness to travel for strategic customer engagements when necessary.

🏝️ Benefits

• Travel requirements may arise for strategic customer engagements when necessary.