Customer Success Manager
Full-time // Intermediate // Tel Aviv, Israel
Imagen is developing disruptive technology for the professional photo editing market. We utilize past editing history by each of our Imageners (clients) to create a personalized AI profile, which in turn, enables photographers to optimize their workflow, reduce editing painstaking work, and maintain their unique editing style.
About The Position
We are seeking a dynamic Customer Success Manager that will be a master of Customer Communication. A passionate maestro of video calls, phone chats, and email, ready to enchant customers with engaging conversations and enthusiasm, to join us and deliver exceptional customer service.
Responsibilities
- Build and maintain strong relationships with assigned customers, serving as their primary point of contact.
- Understand and anticipate customer needs, ensuring their satisfaction and success.
- Proactively identify opportunities to increase product usage among customers.
- Collaborate with cross-functional teams, including sales, support, and product, to address customer inquiries, resolve issues, and deliver solutions.
- Monitor customer health metrics and proactively intervene to prevent cancellations, identifying potential churn risks and implementing strategies for retention.
- Act as a customer advocate within the company, gathering feedback, analyzing trends, and communicating customer needs and requirements to internal stakeholders.
- Conduct regular business reviews with customers, highlighting their success and identifying opportunities for further growth and expansion.
Requirements
- Fluent English speaker with excellent written and verbal communication skills. (English Native Speaker- Big advantage. Additional languages such as: Spanish, German or Japanese is also an advantage).
- Proven experience of at least 2 years in customer-facing roles, such as customer success management or account management.
- Strong persuasion and negotiation skills to drive customer adoption and prevent cancellations.
- Excellent problem-solving and decision-making abilities to address customer concerns and find suitable solutions.
- Strong organizational skills with the ability to manage multiple customer accounts simultaneously.
- Knowledge in photography and photo editing- Big advantage!
- Experience from a SaaS company - Big advantage.