Enterprise Customer Success Manager

We're growing rapidly and expanding our CS capabilities at StoreNext by establishing an Enterprise Customer Success Manager (CSM) role. We are looking for an experienced, results-driven Enterprise CSM with a proven background in B2B Hi-Tech/SaaS/Fintech to own our enterprise client portfolio.

As a CSM, you will shape and drive the entire customer lifecycle—from post-sale onboarding to steady-state adoption, retention, and commercial expansion. You will serve as a proactive, trusted strategic advisor to our enterprise partners (spanning Retail Tech, Financial Services, Supplier Portals, and Procurement), bridging technical product capabilities with executive business needs.

Key Responsibilities

• End-to-End Client Lifecycle & Ownership: Own and build long-term relationships with medium to large enterprise organizations, establishing clear post-sale processes to bridge the gap from contract signing to a healthy steady state.

• Strategic Advisory & Executive Engagement: Serve as the primary client point of contact, aligning StoreNext’s solutions (Financial services, Procurement, Supplier Portals, Logistics) to each client’s operational goals, engaging key enterprise stakeholders (CFOs, Treasurers, Finance & Supply Chain Executives).

• Proactive Retention & Churn Prevention: Proactively track and analyze client health metrics, adoption rates, transaction volumes, and user engagement to identify friction points early and preemptively mitigate churn risks.

• Commercial Growth (Upsell & Cross-Sell): Drive client adoption and identify expansion opportunities—upselling additional modules, locations, and users, or cross-selling complementary StoreNext solutions.

• Field & On-Site Presence: Conduct regular on-site visits and face-to-face meetings with clients to foster strong personal relationships and understand their operational environments firsthand.

• Cross-Functional Collaboration & Advocacy: Champion the voice of the customer internally, working closely with Product, Sales, Implementation, and Operations teams to address feedback, prioritize feature enhancements, and solve client challenges.

• Executive Business Reviews: Create and present EBRs, QBRs, performance reports, and strategic follow-ups to relevant client and internal stakeholders.

• Ownership & Problem Solving: Apply a hands-on, "can-do" approach to troubleshooting and managing client issues, taking full accountability until the challenge is completely resolved.

Requirements:

Must-Haves

• 5 or more years of CS or Account Management experience in Hi-tech/SaaS, with strong relevance to B2B, Fintech, or Retail Tech platforms.

• Proven track record in Customer Success methodology and client lifecycle management.

• Strong commercial orientation with experience driving expansion conversations, upsells, cross-sells, and retention.

• Excellent client-facing skills, articulateness, and confidence interacting with senior stakeholders (Finance Executives, Treasurers, Operations Managers).

• Willingness and ability to conduct frequent on-site visits and face-to-face client meetings in the field.

• Proactive, "can-do" attitude with strong problem-solving skills and a high level of accountability.

• Fluent in both Hebrew and English (able to conduct high-level business meetings and presentations in both languages).

Required / Secondary Priorities

• Deep understanding of SaaS metrics, client lifecycle management, and operational workflows.

• Multi-disciplinary technical & business understanding—ability to communicate effectively with internal R&D/product teams as well as business executives.

• Outstanding interpersonal, communication, and presentation skills.

• Data-driven mindset with expertise in CRM/CS platforms (e.g., Salesforce or similar) and analytics dashboards.

• Native AI-based day-to-day work with frameworks/tools such as Claude, GPT, or Copilot — examples are a must.

• Highly organized with strong project management skills for managing multi-location implementations and rollouts.

• Strategic and tactical agility—comfortable moving between C-suite discussions and operational troubleshooting.

• Comfort in admitting when you don't know an answer, paired with an eagerness to master StoreNext's products and ecosystem.

Preferred Qualifications

• Experience with AI-based SaaS products, retail operations, POS systems, inventory management, Fintech services, or supply chain optimization.

• Background working at or with retail chains, franchises, enterprise accounts, or retail software companies.

• Certifications in Customer Success, Retail Management, or related fields.