CSM Team Lead
Fireberry is an end-to-end CRM and business management platform that helps companies manage their entire customer journey in one place, from marketing to sales to customer service.
Our platform is highly flexible and allows businesses to customize workflows, automations, and data to fit their specific needs, all in one unified system.
Built in 2011 to simplify customer relationship management, Fireberry is now trusted by over 2,000 businesses in Israel and continues to grow.
About the Role:
We're looking for an experienced, business-oriented CSM Team Lead to lead our Customer Success team and help our customers maximize the value of Fireberry.
This role combines team leadership with commercial ownership, focusing on customer retention, product adoption, expansion, and revenue growth. You'll be responsible for coaching the team, strengthening customer relationships, reducing churn, and driving business outcomes while working closely with Sales, Product, and Technical Support.
What you’ll do:
- Lead, mentor, and develop a team of Customer Success Managers.
- Drive customer adoption, retention, and long-term customer success.
- Build strong relationships with Israeli customers and act as the primary escalation point when needed.
- Identify upsell and cross-sell opportunities to increase customer value and company revenue.
- Develop strategies to reduce churn and improve customer health.
- Monitor team performance and Customer Success KPIs, ensuring continuous improvement.
- Collaborate closely with Sales, Product, Marketing, and Technical Support to deliver an outstanding customer experience.
- Coach team members through regular feedback, training, and professional development.
- Improve Customer Success processes, playbooks, and best practices.
What we're looking for:
- At least 2 years of experience managing a Customer Success team of 2 or more employees.
- Proven experience managing B2B SaaS customers – mandatory.
- Strong understanding of the Israeli market and experience working with Israeli customers.
- Proven experience driving product adoption, customer engagement, and account growth.
- Experience reducing customer churn and building long-term customer relationships.
- Commercial mindset with a track record of identifying upsell and cross-sell opportunities.
- Excellent leadership, coaching, and interpersonal communication skills.
- Strong analytical skills with experience working with Customer Success KPIs.
- Fluent Hebrew and high-level English.
Nice to have:
- Experience working with CRM or business management platforms.
- Experience working with SMB and Mid-Market customers.
- Experience collaborating closely with Product and R&D teams.
- Familiarity with AI tools and Customer Success automation.