Customer Success Manager

About the Role

We're looking for an experienced Customer Success Manager to lead our Customer Success team and play a key role in strengthening long-term customer relationships.

In this role, you'll manage a team of Customer Success Specialists, work closely with strategic B2B customers, drive customer adoption and retention, and help shape the Customer Success strategy in a rapidly growing SaaS company.

If you're passionate about customer experience, leadership, data-driven decision making, and building scalable processes—we'd love to meet you.

This is a full-time, on-site position based in Be'er Yaakov.

Responsibilities

• Lead, mentor, and develop a team of 3–4 Customer Success Specialists.

• Build trusted relationships with insurance agencies and strategic business customers.

• Drive customer onboarding, adoption, engagement, retention, and long-term success.

• Ensure customers maximize the value of the Surense platform.

• Monitor and analyze Customer Success KPIs, including product adoption, customer health, retention, churn, and customer satisfaction.

• Translate customer insights into actionable improvements and present recommendations to management.

• Handle escalations and complex customer situations with professionalism and ownership.

• Collaborate closely with Product, Development, Sales, and Onboarding teams to improve the overall customer experience.

• Build and continuously improve Customer Success processes, methodologies, and best practices.

Requirements

• 4+ years of experience in Customer Success, Account Management, or Customer Experience within a B2B SaaS company.

• At least 2 years of leadership experience managing a Customer Success or Customer Support team.

• Strong analytical skills with the ability to interpret customer data and drive business decisions.

• Proven experience working with KPIs, customer health metrics, retention, and customer satisfaction.

• Excellent communication and presentation skills with the ability to build long-term customer relationships.

• Experience working with CRM and Customer Success platforms such as Salesforce, HubSpot, Intercom, Zendesk, Monday.com, or similar.

• Ability to work in a fast-paced, growing startup environment.

• Experience in the insurance or fintech industry – a significant advantage.

• Bachelor's degree

• Fluent Hebrew.

Why Join Surense?

• Be part of one of Israel's leading InsurTech companies.

• Join a growing bootstrap company where your impact is visible and meaningful.

• Lead a talented team of Customer Success Specialists and help shape the future of Customer Success.

• Work closely with company leadership and influence strategic decisions.

Surense is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.