Customer Success Manager, Start Nation Finder

Description

We are seeking a proactive and customer-centric Customer Success Manager (CSM) to join our dynamic team. As a CSM for Start Nation Finder, you will be instrumental in ensuring our diverse users – including investors, multinational corporations, and startups – derive maximum value from our platform. You will be their trusted advisor, guiding them to achieve their strategic goals by leveraging the rich data and unique insights Start Nation Finder provides. This role requires a blend of relationship management, product expertise, and a passion for driving user engagement and retention, with a component of hands-on customer support.

Requirements

• Experience: A minimum of 2-4 years of experience in a Customer Success Manager role, specifically within a SaaS product company.
• SaaS Acumen: Strong understanding of SaaS business models, customer success best practices, and key metrics to drive product engagement (e.g., "Guide users in leveraging our advanced search filters and Dealflow Desktop to identify prime investment/partnership opportunities")
• Demonstration Prowess: Proven ability to deliver compelling and tailored product demonstrations in English, Hebrew, and more (live and personalized) to diverse audiences, including C-level executives, investors, and technical users.
• Communication & Interpersonal Skills: Exceptional verbal and written communication skills, with the ability to build rapport, empathize with customers, and articulate value effectively.
• Analytical & Problem-Solving Skills: Ability to analyze customer usage data, identify trends, and develop proactive solutions to enhance customer experience.
• User-Centric Mindset: A genuine passion for understanding customer needs and advocating for their success.
• Engagement Skills: Experience in conducting user interviews, designing effective surveys, and translating feedback into actionable strategies.
• Proactive & Results-Oriented: Self-motivated with a drive to achieve retention and engagement targets.
• Tech Savvy: Comfortable learning new software quickly and explaining technical concepts to non-technical users.
• Team Player: Collaborative attitude with the ability to work effectively across departments.
• Interest in the Israeli Tech Ecosystem: A genuine interest in and ideally some familiarity with the Israeli startup and innovation landscape is a strong plus.

Responsibilities

• Own the Customer Journey: Manage the entire post-registration customer lifecycle, from onboarding and initial value realization to long-term success and advocacy.
• Drive Product Adoption & Engagement: Proactively engage with users to ensure they are effectively utilizing Start Nation Finder's features to meet their specific objectives. This includes conducting live and personalized product demonstrations tailored to diverse audiences (investors, corporate innovation teams, startups).
• Become a Product Expert: Develop a deep understanding of Start Nation Finder's capabilities and the unique value it offers within the Israeli tech ecosystem.
• Foster Strong Relationships: Build and maintain strong, long-lasting relationships with key stakeholders across our user base.
• Gather Customer Insights: Conduct regular user interviews and surveys to understand customer needs, challenges, and feedback, translating these insights into actionable recommendations for product and service improvements.
• Boost Retention & Mitigate Churn: Monitor customer health, identify at-risk accounts, and implement strategies to increase user satisfaction, engagement, and overall retention.
• Provide Customer Support: Serve as a primary point of contact for user inquiries, providing timely and effective solutions (minimal, but essential, support component).
• Collaborate Internally: Work closely with product, data dev, business, and marketing teams to share customer feedback, contribute to product development, and ensure a seamless customer experience.
• Champion Israeli Innovation: Act as an ambassador for Startup Nation Central and the Israeli tech scene, helping users navigate and understand its unique landscape through Start Nation Finder.