AppSamurai - Customer Success Manager
Requirements
• 3+ years in a customer-facing Customer Success or Account Management role at a B2B SaaS company • Demonstrated ownership of commercial outcomes — renewals, upsell, negotiation — with real numbers to show for it • Experience managing mid-market or enterprise accounts, ideally in ecommerce, retail, fintech, betting or mobile-first products • Comfortable reading usage and analytics data to diagnose adoption gaps, not just report on them • Strong written and verbal communication in English & Hebrew • Track record of working cross-functionally with Product and Engineering to close customer issues • Able to travel customer offices and events, around 10% • You have native or professional level communication skills in English and in Hebrew • It's a plus if you've one or more of the following: • Experience in mobile commerce, retail media, or in-app engagement platforms • Familiarity with CS tooling like Salesforce, Custify, or similar • Experience in verticals such as e-commerce, finance, and utility
Responsibilities
• Own the end-to-end post-sale relationship for a portfolio of ecommerce, fintech and betting companies from onboarding through renewal and expansion • Lead onboarding calls and dashboard workshops to get new customers to first value fast • Monitor account health and usage data to catch churn risk early, and act on it before it escalates • Build content and engagement strategies tied to each customer's goals, using Storyly's widgets, placements, and AI-powered Flows • Run regular business reviews that connect product usage to measurable outcomes — conversion, retention, AOV • Own renewals and identify expansion opportunities, negotiating commercial terms directly rather than just relaying them • Partner with Product, Engineering, and Support to resolve technical issues and represent customer feedback in the roadmap • Turn strong customer outcomes into case studies, references, and reviews • Represent Storyly at local relevant events, visit customers when necessary or beneficial to do so.
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