Customer Success Manager

About the Company

Cellebrite’s (Nasdaq: CLBT) mission is to enable its global customers to protect and save lives by enhancing digital investigations and intelligence gathering to accelerate justice in communities around the world. Cellebrite’s AI-powered Digital Investigation Platform enables customers to lawfully access, collect, analyze and share digital evidence in legally sanctioned investigations while preserving data privacy. Thousands of public safety organizations, intelligence agencies and businesses rely on Cellebrite’s digital forensic and investigative solutions—available via cloud, on-premises and hybrid deployments—to close cases faster and safeguard communities. To learn more, visit us at www.cellebrite.com, https://investors.cellebrite.com/investors and find us on social media @Cellebrite.

Responsibilities

• Work directly with the company’s largest service providers and corporate customers to ensure solution adoption and customer success through product training and building relationships with key technical personnel.
• Collaborate with Sales Managers and Solutions Engineers to understand and prioritize customer technical business needs and use cases for Cellebrite’s solutions.
• Conduct quarterly meetings with key accounts to ensure business needs are being met with our solutions, while exploring opportunities for expansion within the account.
• Gather feedback from designated customers on Cellebrite solutions, including areas of success, improvement, and future enhancements. Provide that feedback to Product Management, Marketing, and Engineering.
• Serve as a point of escalation for unresolved technical support issues, coordinating with the Support team, customer, and various other internal resources to resolve incidents and ensure customer satisfaction.
• Ensure smooth and effective onboarding by demonstrating solution capabilities and helping maximize product value for new customers.
• Regular travel to customer sites as necessary.
• Prepare reports and documentation in support of the above activities.

Requirements

• 3-5 years of experience in customer success, program/project management, or a related field within the technology industry.
• Experience working with pre/post technical sales and a strong understanding of customer success best practices.
• Exceptional leadership, communication, and interpersonal skills, with the ability to build strong relationships at all levels.
• Strong analytical skills and a demonstrated creative problem-solving approach.
• Passionate about customer experience and success, with a proven track record of driving customer satisfaction and retention.
• Highly organized, with the ability to work cross-functionally in a dynamic environment.
• Fluent in English.
• Willingness to travel within the APAC and occasionally internationally (~40%).

Preferred Qualifications (Nice to Have)

• Bachelor’s degree in a relevant field is nice to have but not mandatory.
• Background in telecommunications, mobile devices, IT security, and networking.
• Experience working within the police as an investigations supervisor or senior investigators is a significant advantage.
• Experience working in a global environment and with law enforcement or governmental agencies is a significant advantage.
• Proficiency in other languages is an advantage.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and innovative work environment.
• The chance to work with cutting-edge technology and make a significant impact on public safety and justice.

Category

Customer Service