Customer Success Manager

The Role

You will be the primary relationship owner for Wand’s enterprise customers across Israel and selected international accounts. Your role is to ensure that Wand becomes deeply embedded in the customer's workflows, operating model, and strategic roadmap — driving adoption, measurable business value, and long-term account growth.

You will work in close partnership with our Solution Architects, who own the technical relationship, and our Sales Directors, who own the commercial relationship.

You will be the operational glue across post-sale success, adoption, stakeholder alignment, and account momentum.

Role 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.
• Cross-functionally coordinate 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.

Key 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.

Preferred Experience

• 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

• Proactive, structured, and highly accountable.
• Operate like a program leader, not a reactive support owner.
• Navigate complex stakeholder environments with confidence.
• Commercially aware and able to recognize growth opportunities inside accounts.
• Disciplined in execution, documentation, and follow-through.
• Balance customer empathy with strong internal coordination and drive.