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Client Relations Tel Aviv-Yafo

Enterprise Client Success Team Leader

We are looking for a Customer Success Team Leader to lead a team of Mid-Market CSMs. This is an exciting opportunity to build, scale and expand a key team at one of the most exciting startups in Israel. The Customer Success Team plays a major role and is involved in almost all aspects of the organization. Customer Success Managers work with our Mid-Market EMEA & AsiaPac customers to establish partnerships based on value and ROI. These partnerships and long-lasting relationships are secured by giving exceptional service and delivering the full potential of the Yotpo suite of services.
We are looking for someone with a significant background in client success leadership roles and Mid-Market/Enterprise relationship management, who possesses the ability to effectively mentor and guide our current CSM team while they represent our customers’ voice. The ideal candidate is a true client success advocate, a people person with exceptional planning and execution skills, who has strong leadership and management experience, and has the ability to build and grow an over-achieving team.

Responsibilities:

  • Manage the day-to-day performance of team members
  • Track team metrics and report data to CS leadership on a regular basis
  • Coach and develop direct reports
  • Develop and implement the best practice strategies, based on a highly consultative approach for clients, and train the team on these techniques
  • Embody the company culture and maintain high team engagement
  • Meet predefined retention and ACV goals through activities and direct reports
  • Ensure correct usage of CRM and other CS applications
  • Simultaneously and successfully manage multiple client relationships at an enterprise level
  • Identify and manage opportunities to organically grow Yotpo’s portfolio of clients by delivering additional solutions and tools based on business needs
  • Proactively identify opportunities and points for optimization where Yotpo can deliver even greater value for our clients

Requirements:

  • 5+ years minimum experience in a CSM or Account Management role - preferably in a SaaS environment
  • Experience in team management
  • Experience in eCommerce and/or a consulting role - ideal
  • General understanding of the digital marketing space, including SEO/SEM, Social Media, Email marketing and eCommerce best practices
  • High-level technical know-how in web design and development projects, analytics and tracking, CMS platforms, HTML/CSS, and API calls
  • A desire to wow our customers
  • Strong communication skills and the capacity to train, mentor and help grow a team
  • A proven record of retaining and growing multiple client relationships
  • Positive attitude and a remarkable ability to build rapport from initial conversation and throughout the client lifecycle
  • Ability to work in hyper fast-paced and dynamic environment
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