Customer Success Manager (CSM)

About Voye

Voye is a global connectivity innovator, helping travelers and businesses stay seamlessly connected across 150+ destinations through our eSIM and data solutions. We are a fast-growing travel tech company with Global operations, redefining how the world connects on the move. As we scale our global B2B client base, we are building the customer success infrastructure to match.

The Role

We are looking for a driven, relationship-first Customer Success Manager to take full ownership of the post-sale client lifecycle. This is a high-impact individual contributor role with a clear mandate: protect and grow revenue, accelerate time-to-value, and ensure every global client experiences the full power of Voye’s platform.

You will own onboarding, account health, and expansion motions across our partner portfolio, acting as the strategic bridge between Voye and its clients worldwide. If you thrive in a fast-paced startup environment and want your work directly reflected in retention and growth metrics, this role is for you.

Key Responsibilities

Onboarding and Time to Value

• Own the Onboarding Journey: Take charge from contract signature, eliminating friction and accelerating the path to the client’s first measurable win.

• Process Design: Build and continuously improve scalable onboarding frameworks that reduce time-to-value across all client segments and regions.

• Enablement: Ensure clients have the training, documentation, and support needed to adopt and maximize Voye’s platform from day one.

Retention and Account Health

• Proactive Health Management: Monitor account health indicators, identify churn signals early, and execute intervention strategies before issues escalate.

• Executive Relationships: Build deep, trusted relationships with key stakeholders at each account, positioning Voye as an indispensable part of their operations.

• QBRs & Business Reviews: Lead structured business reviews that demonstrate ROI, surface new opportunities, and reinforce client commitment.

Expansion and Revenue Growth

• Upsell & Cross-Sell: Identify and act on organic expansion opportunities within existing accounts, growing NDR by introducing new product lines and coverage tiers.

• Renewal Management: Own the renewal cycle end-to-end, ensuring high gross retention through continuous value delivery and commercial alignment.

• Commercial Mindset: Spot expansion signals in client usage data and conversation, and work with Sales to convert them into revenue.

Global Account Management

• Regional Coverage: Serve as the primary point of contact for global partners navigating cultural nuances with ease.

• Cross-Functional Collaboration: Work closely with Product, Sales, and Operations to resolve client needs and influence the product roadmap based on field insights.

• Voice of the Customer: Systematically capture and channel client feedback to shape Voye’s global connectivity offering.

Who You Are

• The Relationship Builder: You bring 3+ years of customer success or account management experience, with a proven ability to build and sustain high-value global relationships.

• The Retention Owner: You have a track record of hitting NDR and GRR targets, and you understand the levers that drive retention in complex, global accounts.

• The Commercial Thinker: You have a natural instinct for expansion opportunities and can navigate commercial conversations with confidence, bridging CS and Sales motions.

• The Self-Starter: You operate proactively, take ownership without being asked, and are comfortable driving outcomes in a fast-moving, ambiguous environment.

• The Communicator: You communicate with clarity and credibility across organizational levels, and you know how to adapt your style for different cultures and contexts.

Qualifications

• Must-Have: 2+ years of experience in a CSM, account management, or customer success role, ideally in SaaS, travel tech, or a global platform business.

• Must-Have: Proven record of managing high-value accounts and consistently meeting retention and growth targets.

• Must-Have: Native-level English (written and spoken). Strong professional Hebrew is a significant advantage.

• Strong Advantage: Experience working with global accounts across multiple time zones and cultural contexts.

• Strong Advantage: Background in connectivity, eSIM, IoT, or enterprise travel management.

• Skills: Strong commercial acumen, structured communication, and the ability to manage multiple accounts simultaneously without losing detail.

Why Join Voye

• Ownership: You will have end-to-end ownership of a global client portfolio with the autonomy to build the CS function your way.

• Impact: Your work will be directly visible in retention and expansion metrics for a platform used by travelers and enterprises across 150+ countries.

• Growth: This is a high-visibility role with a clear path for advancement as Voye’s global business scales.