About Atera:
Atera is inventing a new way of managing IT end-to-end for IT professionals and IT teams around the world. Atera's all-in-one AI-powered IT platform is revolutionizing the IT industry. By creating an AI-powered IT platform, Atera's all-in-one Remote Monitoring and Management (RMM) Helpdesk, Ticketing, and Reporting solution helps over 12,000 companies achieve 10X operational efficiency, cut down time-to-resolution, and deliver better outcomes, faster.
Atera's team of passionate, dedicated, and committed individuals is driven by a shared mission to unleash everyone's potential and constantly innovate. We create an open, transparent, and supportive environment that gives our teams the autonomy, resources, and freedom to thrive.
We are looking for a Customer Success Manager to join our TLV team!
Our Customer Success Managers are the face of Atera to our clients. Your goal is to learn as much as possible about our customers' needs and their business workflow. As a Customer Success Manager (CSM) for our Scale team, you will be expected to deliver value and ROI to a high-volume portfolio of Atera customers. Unlike a traditional relationship-led CSM role, this position runs on a structured, task-driven operating model: your day-to-day is organized around system-generated tasks, each following a defined playbook and SLA. You'll be expected to work this queue reliably and consistently across dozens of accounts at once, coordinating with Account Managers and other internal resources as needed, and hitting defined call-quality and productivity KPIs.
Working days are Monday-Friday, with in-office presence required three days per week at our TLV office.
Responsibilities:
- Commercial responsibility for renewing and expanding your book of business
- Work a queue of system-generated tasks, following the defined playbook and SLA for each
- Own the renewal process end-to-end starting 6 months out: reviewing account health and usage, following a structured outreach cadence, and escalating on schedule when a renewal stalls
- Drive adoption, manage risk, and identify growth opportunities across your portfolio, coordinating with Account Managers and other internal resources as needed
- Analyze account-level data and portfolio-level trends to prioritize your queue by risk, renewal timing, and growth potential
- Educate clients on how to best use Atera's platform, aka "best practices"
- Lead value-driven conversations with customers across calls and one-on-one demos
- Maintain accurate, up-to-date records of account status, sentiment, and task progress in Salesforce
- Demonstrate continuous value of Atera's solutions by keeping high retention rates across your book
Requirements:
- 3+ years of experience in a technical and customer-facing role, managing a high-volume portfolio of customers simultaneously
- Measured on commercial results
- Comfort working within a structured, task- and playbook-driven process, with the discipline to follow defined procedures and SLAs consistently across a large book of accounts
- CRM fluency (Salesforce or equivalent) - comfortable managing a queue of automated, system-generated tasks and keeping records current
- Understanding of IT infrastructures (Networks and Operating Systems), or interest and readiness to learn
- Solid understanding of customer lifecycle stages
- Ability to understand complex technology and explain it simply
- Strong quantitative and analytical skills; ability to identify data trends across a large portfolio and prioritize accordingly
- A proven record of retaining and growing multiple client relationships at volume, with a strong sense of urgency
- Committed to customer satisfaction with a passion for customer success
- Ability to work in a fast-paced, dynamic environment with shifting priorities
- Superior organization and prioritization skills, with strong attention to detail
- Self-motivated, detail-oriented, with strong communication and interpersonal skills
- Problem-solver, resourceful, and independent
