Enterprise Customer Success Manager

Description 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.