Wand Synthesis AI Inc - Customer Success Manager
Requirements
• 5+ years of experience in Customer Success, Enterprise Account Management, or Program Management in enterprise software. • Experience working with or within enterprise organizations in Israel and/or international markets. • Hebrew fluency is required, alongside strong English communication skills. • Mandatory experience in Financial Services and/or Insurance. RegTech, FinTech, or InsurTech experience is also highly valuable. • Experience managing complex enterprise accounts with multiple stakeholders and long planning or renewal cycles. • Ability to understand technical and AI-based products and communicate effectively with both business and technical audiences. • Strong executive presence and experience leading structured customer programs. • Willingness to travel for strategic customer engagements when needed. • Experience with enterprise customers in Israel and broader international markets. • Background in complex SaaS, AI, automation, data, or infrastructure platforms. • Experience managing large post-sale programs in regulated industries. • Additional regional language capability is a plus. • Personal Characteristics • You are proactive, structured, and highly accountable. • You operate like a program leader, not a reactive support owner. • You can navigate complex stakeholder environments with confidence. • You are commercially aware and able to recognize growth opportunities inside accounts. • You are disciplined in execution, documentation, and follow-through. • You can balance customer empathy with strong internal coordination and drive.
Responsibilities
• Own the Customer Relationship • Serve as the primary post-sale relationship owner for enterprise accounts across Israel and selected ROW customers. • Build strong, multi-level relationships with executive sponsors, program managers, IT leads, business owners, and end-user teams. • Lead Executive Business Reviews focused on business value, adoption progress, ROI, and strategic alignment. • Represent the customer internally and ensure their feedback informs product direction, delivery priorities, and account strategy. • Drive Adoption & Value Realization • Build and execute onboarding, enablement, and adoption plans tailored to each customer’s workflows and success goals. • Define business outcomes, KPIs, and success criteria early and track them throughout the lifecycle. • Identify usage gaps, stakeholder misalignment, and risk signals before they affect account health. • Run enablement sessions, stakeholder workshops, and internal customer programs to deepen adoption. • Work closely with Solution Architects to connect technical delivery with executive-level business outcomes. • Manage the Program • Maintain clear account plans, stakeholder maps, risk registers, and success roadmaps. • Track health metrics, usage patterns, adoption levels, and escalation points using internal CS processes and tooling. • Manage escalations with high urgency, ownership, and structure until full resolution. • Coordinate cross-functionally with Product, Engineering, Sales, and Legal to support customer commitments and issue resolution. • Keep strong documentation discipline across action items, commitments, risks, and decisions. • Grow the Account • Identify expansion opportunities across teams, new use cases, business units, and broader deployment motions. • Support renewals and upsell strategy in partnership with Sales. • Maintain visibility into renewal risk and ensure any issues are escalated early with a mitigation plan. • Build champions and internal supporters who help reinforce Wand’s position during procurement and renewal cycles.
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