סקירה כללית
Responsibilities Team Leadership: * Lead, coach, and develop the CS team with clear KPIs and execution standardsLead, coach, and develop the CS team with clear KPIs and execution standards * Establish structured account management: success plans, executive reviews, adoption tracking, risk management * Run weekly portfolio reviews and quarterly performance reviews * Build scalable playbooks for enterprise-grade Customer Success * Serve as escalation point for complex customer situations * Collaborate cross-functionally with Product, R&D, Support, Sales, and Finance Strategic Account Ownership * Own full lifecycle responsibility for assigned accounts: strategy, implementation, ongoing service, and growth * Build multi-level executive relationships and lead quarterly business reviews * Lead new hotel onboardings, module implementations, and major upgrades — end to end * Monitor SLA adherence, analyze recurring issues, and drive root-cause resolution * Identify expansion and upsell opportunities; lead roadmap alignment discussions * Manage contracts, ensure delivery alignment, and support billing with Finance * Deliver structured reporting: weekly operational updates and quarterly executive reviews Requirements * 5+ years in Customer Success or Account Management in B2B software * 2+ years leading or mentoring CS team members * Proven track record in complex implementations and enterprise account management * Strong executive presence and business acumen * Excellent Hebrew and English communication skills * Advantage: hospitality technology / PMS background; multi-property hotel chain experience * Strategic thinker with operational discipline * Comfortable owning both a team and a customer portfolio * Business-oriented, calm under pressure, strong in complex situations * Balances proactive planning with hands-on execution
דרישות המשרה
Team Leadership: * Lead, coach, and develop the CS team with clear KPIs and execution standardsLead, coach, and develop the CS team with clear KPIs and execution standards * Establish structured account management: success plans, executive reviews, adoption tracking, risk management * Run weekly portfolio reviews and quarterly performance reviews * Build scalable playbooks for enterprise-grade Cus
