Customer Success Manager (B2B SaaS)

About the Company:

All Funeral Services is a technology company transforming the funeral and memorial industry. Our B2B SaaS platform helps cemeteries digitize operations, manage plots and services, sell online, and connect with families through integrated tools. After successful commercialization in Israel and the U.S. pilot, we’re scaling across Canada and the UK.

About the Role:

We are looking for a proactive and empathetic Account Manager to nurture and grow our portfolio of clients. You will be the primary point of contact for approximately 80 clients, responsible for building strong relationships, ensuring high customer satisfaction, and identifying opportunities for growth. Your focus will be on onboarding, ongoing support, and gathering valuable client feedback to drive our product and service evolution.

Key Responsibilities:

• Client Relationship & Satisfaction: Build and maintain long-term partnerships through proactive communication, including mandatory monthly syncs. Prioritize customer success and satisfaction.
• Onboarding & Support: Guide new clients through a smooth onboarding process and serve as their main point of contact for ongoing needs.
• Feedback & Insights: Systematically collect and analyze customer feedback (NPS, CSAT, feature requests). Translate this data into actionable insights and prioritized reports for the Sales and Product teams.
• Account Growth: Identify and execute upsell and expansion opportunities within your client portfolio.
• Collaboration: Work closely with the Sales team by relaying critical feedback and ensuring a seamless customer journey from sale to advocacy.
• Process & Team Development: Utilize CRM systems effectively and contribute to scaling and improving the account management function.

What We're Looking For:

Must-Have:

• 1+ years of experience in B2B SaaS account management or a similar customer-facing role.
• Excellent communication skills and a high degree of empathy.
• Proven ability to handle sensitive topics with discretion and professionalism.
• Experience in gathering, analyzing, and reporting on customer feedback.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot).
• Native or fluent English proficiency is required.

Nice-to-Have:

• Experience in a startup or scaling environment.
• Experience in industries dealing with sensitive life events (though not required).

What We Offer:

• A meaningful role in a company making a difference in a sensitive and essential industry.
• Competitive compensation: Fixed salary + performance-based bonus
• The opportunity to directly influence customer success and product direction.
• A collaborative environment with the potential to grow and help build the account management team.
• The chance to work with a diverse portfolio of clients.

Ready to apply?

If you are a proactive relationship-builder passionate about customer success in the B2B SaaS space, we would love to hear from you.