Atera is inventing a new way of managing IT end-to-end for IT professionals and IT teams around the world.
By creating an AI-powered IT platform, Atera's all-in-one Remote Monitoring and Management (RMM) Helpdesk, Ticketing, and Reporting solution helps more than 23,000 IT pros achieve 10X operational efficiency, cut down time-to-resolution, and deliver better outcomes faster. Located in the heart of Tel-Aviv, our team of passionate, like-minded individuals is driven by a shared mission to unleash everyone's potential and constantly innovate. We create an open, transparent, and supportive environment that gives our teams the autonomy, resources, and freedom to thrive.
Are you a natural leader and love to make people happy? In Atera, we are looking for a Customer Success Team Leader to manage the daily activities of a customer success team. This is a cross functional role with a high level of influence in setting the direction and working methods for our fast-growing Customer Success department. With thousands of customers, we are setting standard methodologies in how to deliver optimal customer experience at scale and the Customer Success Team Leader is a critical position in our continued success.
What You’ll Do
Manage, prioritize and overseer the daily tasks of the CSMs
Detect early signals of at-risk renewals, design playbooks to address them, and provide path to blocking issues
Continuously refine our core CS funnels ,customer segmentation, engagement models, analyze causes for customer success and churn
Develop and refine renewals, retention and expansion forecasting for all partners throughout the business, including: CSMs, VP CS and Execs
Own all Customer Success infrastructure; bring together systems in a customer focused way to enable CSMs, Services and our Customers
Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to: relay customer feedback to the Product team; align with the Support team on resolution of major cases and report bugs to the Engineering team; provide feedback to Marketing team on the readiness of our customers.
Gain insights for customer success functions through data analysis
Leading and owning CS related projects that requires coordination and communication with other departments.
Requirements:
3+ years of managerial experience
4+ years of professional experience in a SaaS/recurring revenue business as a CSM
Knowledge of customer journey mapping and experience either utilizing or developing customer health metrics
Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Experience with data analysis excel power user, comfort with BI tools
Strong mentorship skills and experience leading through indirect reporting relationships
Native English or close to Native
High degree of confidence working and building in Salesforce.com – a significant advantage
High degree of confidence working with CS platforms - a significant advantage
Some Of Our Benefits
Atera is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time to learn from your teammates and contemporaries, time off to relax and recharge, community volunteer days, an annual budget to support your learning & growth, a company paid trip and lots more.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Other
Industries
Software Development
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