Scale CSMs work with customers in proactive and reactive 1:1 interactions and through 1:many programs to target specific customer groups with automated digital outreach. Our Scaled CSM team manages a higher volume of customers using a team-based approach and leveraging data-driven programs and effective playbooks to support customers with the timely and relevant resources throughout their journey. Were looking for an experienced Senior Scaled CSM to help us deliver incredible customer experiences, develop our playbooks and drive more scale.
Working Days – Monday to Friday
What you'll do:
Engage 1:1 with customers as-needed at critical points in the customer journey to ensure adoption and value realization
Use your in-depth knowledge of technology to advise customers on how to best use our features and functionality to create tailored solutions, as well as provide real-time technical guidance and troubleshooting
Manage a wide range of customer conversations, including technical discussions, value assessments, and risk mitigation, with diverse customer personas, from executives to builders, adapting communication to suit each audience
Actively monitor and measure your impact towards growing customer health, product adoption, and revenue
Partner cross-functionally to turn customer successes into measurable retention and expansion opportunities
Test and iterate on Scaled program ideas and playbooks and track results based on common customer positive business outcomes
Run 1:many programs and tactics that can effectively enable customer value and outcomes in a repeatable and scalable format
Identify trends for common customer challenges and actively suggest ways to address them
3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS company.
Experience in a scaled customer engagement model, managing a larger book of business using playbooks, automated communications, and one-to-many engagement strategies.
Comfort with technically complex productsability to quickly learn and advise customers on software solutions. Prior experience with is strongly preferred.
Strong problem-solving skills, with the ability to offer real-time technical guidance and solution recommendations.
Excellent communication and relationship-building abilities, capable of engaging with a wide range of customer personas, from executives to hands-on product users.
Data-driven mindset, leveraging insights to proactively drive adoption, mitigate risk, and identify expansion opportunities.
Ability to work independently and cross-functionally, collaborating with sales, marketing, and product teams to enhance the customer experience.
Proficiency in German and/or French is a plus, but not required.
Must be able to work 3 days per week in the Tel Aviv office.
Working Days – Monday to Friday
