Customer Success Manager – EMEA

• 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 connecting product usage to measurable outcomes such as conversion, retention, and AOV
• Own renewals and identify expansion opportunities, negotiating commercial terms directly
• 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 relevant local events and visit customers when necessary or beneficial
• Work with global-scale brands and app owners to maximize the value of Storyly's AI-powered content experience platform

• 3+ years in a customer-facing Customer Success or Account Management role at a B2B SaaS company
• Demonstrated ownership of commercial outcomes such as renewals, upsell, negotiation
• Proven success with mid-market or enterprise accounts, ideally in e-commerce, retail, fintech, betting or mobile-first products
• Comfortable reading usage and analytics data to diagnose adoption gaps, not just report on them
• Track record of working cross-functionally with Product and Engineering to close customer issues
• Able to travel customer offices and events, around 10%
• Native or professional level communication skills in English and Hebrew
• Experience in mobile commerce, retail media, or in-app engagement platforms is a plus
• Familiarity with CS tooling like Salesforce, Custify, or similar is a plus
• Experience in e-commerce, finance, utility, or loyalty sectors is a plus