Strategic Customer Success Manager

At Sisense, we are on a mission to empower modern data teams to deliver insights to everyone inside and outside their organizations. Sisense delivers insights to everyone by enabling our customers to answer complex questions with data and drive the best business outcomes possible. As a Strategic CSM, you will build strong relationships with our strategic customers, serving as their trusted advisor to drive value and support their growth.

Why you should join our Customer Success Team: 

In this strategic role, you will manage complex, mid-sized accounts while building and strengthening customer relationships to maximize value and drive retention and expansion. You’ll collaborate cross-functionally with a variety of teams, including support, product, and sales, working together to ensure customers achieve their goals with our solutions by communicating complex concepts clearly and professionally.

The position is based in Tel Aviv, with a hybrid work model: 2-3 days per week in the office and the remainder remote.

Please pay attention to the working schedule:  Monday-Friday

About you:

• You thrive in a fast-paced, dynamic, and evolving environment, quickly adjusting to changes while maintaining a positive attitude and focus on solutions.
• You are a relationship builder, skilled at establishing and nurturing deep, trusted multi threaded relationships with strategic customers, positioning yourself as a key advisor to maximize their success and satisfaction.
• You are capable of identifying and addressing customer needs, understanding their business goals, and aligning them with the company's solutions to drive value.
• You are able to grasp new concepts rapidly and understand the technical aspects of our product to align customer needs with our solutions effectively.
• You are experienced in managing contract renewals, navigating complex discussions, and finding mutually beneficial outcomes.
• You are able to manage communication both internally and externally, ensuring alignment and advocating for what’s best for the customer while balancing business priorities.
• You are passionate about driving customer success by delivering measurable results, improving adoption, and addressing challenges proactively.
• You are a team player collaborative and open to feedback, while demonstrating initiative and a desire to learn and improve continually.

Requirements:

• Minimum of 3-5 years of experience as a CSM, with a proven track record of supporting large-scale, enterprise-level clients.
• Proactive and solution-oriented, with a natural ability to serve as a trusted advisor to customers and anticipate their needs.
• Exceptional interpersonal, listening, written, and verbal communication skills.
• Proven ability to build and maintain strong, multi-level client relationships, including executive-level engagement.
• Experience working with quarterly or annual targets, and consistently achieving or exceeding performance goals.
• Proven ability to identify and capitalize on up-sell and cross-sell opportunities, driving additional value for customers.
• Strong experience in renewal planning and execution, ensuring long-term customer retention and growth.
• Strong project management skills with the ability to manage and deliver complex technical products and solutions.
• Ideally, experience in Business Intelligence (BI) solution implementations or similar technical solutions.
• Demonstrated ability to collaborate cross-functionally with teams (such as product, support, and engineering) to address complex technical issues and customer requests.
• Ability to navigate and manage complex client environments, building rapport and trust with key stakeholders.
• Superior critical thinking, decision-making, and problem-solving skills, with a focus on finding solutions to challenges.
• Customer-centric mindset with a commitment to customer satisfaction and delight, driving value and long-term success for clients.
• Ability to work in a fast-paced, dynamic environment while managing multiple priorities effectively.
• A results-driven approach, with a focus on continuous improvement and learning.

HOW YOU’LL RAMP:

By Day 30...

You’ll have completed the Customer Success training program where you’ll learn about Sisense’s values and culture, get equipped with various relationship techniques, and gain a basic understanding of Sisense’s offering, the competition, and the transformational outcomes we help customers across all industries achieve.

You will start meeting customers and see firsthand how we build relationships and perform executive business reviews

Day 60...

• You’ll craft a strategic account penetration plan for your book of business and begin actively driving new opportunities within that account base.
• You’ll strengthen your skills and technical knowledge with regular one on one coaching.
• You’ll learn about your customer base, meet the people and accounts you will support and work side by side with the team here to become fully embedded in the account.

Day 90...

• You’ll be an integral part of the customer success team and essential to its revenue retention success.
• You’ll have a firm grasp on Customer Success best practices and be able to onboard and help customers get up and running.
• You’ll manage your own book of business responsible for the partnership and the customer’s success.

About Sisense:

Sisense stands as a beacon of light in the embedded analytics landscape, recognized globally for pioneering solutions that infuse intelligence into every facet of business. As we continue on our journey and explore the vast opportunities of the API economy, we're positioning ourselves for unprecedented growth.

Our vision is bold and transformative: a future where analytics and insights underpin every decision, every process, and every interaction. Our team, an amalgamation of diverse perspectives and unique skills, is our secret weapon. At Sisense, we foster a culture of innovation, collaboration, and inclusivity, powering our relentless drive to redefine what's possible in the world of analytics.

Join us in this ambitious journey. This position offers more than a job; it's a chance to reshape the industry, redefine the future of analytics, and be a part of a team that's pushing boundaries. Let's shape the future of analytics together.