Elad Keren
Director of Customer Success
Tel Aviv
Summary
26 Years in customer success, networking, cybersecurity, and business strategy. I build strong customer relationships, lead high-performing teams, and drive business growth. My leadership is hands-on, data-driven, and all about real impact—balancing strategy and execution while keeping things running smoothly.
I learn fast, adapt even faster, and know how to solve problems before they become problems. I bring strong communication, analytical thinking, and a collaborative mindset that aligns with customer success goals. Looking to use and sharpen my relationship-building and strategic planning skills in a Director of Customer Success & Experience role.
Overview
26
26
years of professional experience
2
2
Languages
Work History
Director of Customer Success
NetOp.Cloud
08.2024 - Current
- Led global customer success strategy, increasing retention by 15% and revenue growth by 20%.
- Developed AI-driven QBR automation, predictive analytics, and executive reporting tools, reducing manual reporting time by 40%.
- Implemented a data-driven approach, improving customer engagement and reducing churn by over 30%.
- Created real-time customer feedback channels, enabling a 25% faster response to product and service improvements.
- Integrated social media strategies, increasing brand engagement and customer interactions by 50%.
- Managed a team of 10+ customer success professionals, streamlining processes and reducing resolution time by 35%.
- Optimized onboarding processes, reducing time-to-value by 25% and increasing adoption rates by 20%.
- Worked cross-functionally with R&D and Sales, aligning customer feedback to drive a 30% reduction in reported issues.
- Automated customer lifecycle tracking, improving proactive outreach and reducing escalations by 20%.
Senior Customer Success Manager - Networking & Cybersecurity
Check Point Software Technologies
02.2016 - 05.2024
- Led global customer success strategy, increasing retention by 15% and revenue growth by 20%.
- Developed AI-driven QBR automation, predictive analytics, and executive reporting tools, reducing manual reporting time by 40%.
- Implemented a data-driven approach, improving customer engagement and reducing churn by over 30%.
- Created real-time customer feedback channels, enabling a 25% faster response to product and service improvements.
- Integrated social media strategies, increasing brand engagement and customer interactions by 50%.
- Managed a team of 10+ customer success professionals, streamlining processes and reducing resolution time by 35%.
- Optimized onboarding processes, reducing time-to-value by 25% and increasing adoption rates by 20%.
- Worked cross-functionally with R&D and Sales, aligning customer feedback to drive a 30% reduction in reported issues.
- Automated customer lifecycle tracking, improving proactive outreach and reducing escalations by 20%.
Head of Support & Professional Services | Program Management
Allot Communications
09.2000 - 01.2016
- Directed customer support and service delivery, managing a team of 10+ professionals, leading to a 30% improvement in customer satisfaction scores.
- Automated customer health monitoring and reporting, reducing manual workload by 40% and increasing proactive issue resolution by 25%.
- Consulted on networking, QoS, routing, and cybersecurity best practices, optimizing network performance and reducing downtime by 99.9% uptime SLA compliance.
- Trained and coached cross-functional teams, improving response times by 35% and reducing escalations by 20%.
- Implemented strategic communication protocols, streamlining collaboration between departments and increasing workflow efficiency by 30%.
- Proactive and self-motivated, taking ownership of projects that led to a 15% reduction in operational costs.
Network Specialist & NOC Manager
Internet Gold Golden Lines
02.1998 - 08.2000
- Managed NOC operations, optimizing ISP network performance and service availability
- Resolved complex network issues to minimize downtime and improve QoS
- Served as liaison between user community and software providers.
- Implemented security strategies on private networks at multiple sites across 40 corporate WAN.
Non-Commissioned Officer - Military Service
Israeli Air Force
09.1990 - 08.1993
- Led operations as a non-commissioned officer in critical Air Force missions
- Mentored junior staff members, helping them develop their skills and advance in their careers.
Education
BBA - Business Administration & Management
The Israeli Open University
Tel Aviv 04.1995 - 01.1999
Skills
Customer Success & Support Leadership
Strategic Planning & Business Growth
Customer Retention, Churn Reduction & Advocacy
AI-Driven Customer Insights & Automation
CRM & Customer Lifecycle Management (Salesforce, HubSpot)
Executive Stakeholder & Cross-Functional Collaboration
Data-Driven Strategy, KPI Setting & Performance Optimization
Workflow Automation & Process Improvement
Customer Onboarding, Education & High-Touch Engagement
Product-Led Growth & Sales Enablement
Net Promoter Score (NPS) & Health Score Optimization
SaaS, Program Management & Professional Services
Timeline
Director of Customer Success
NetOp.Cloud
08.2024 - Current
Senior Customer Success Manager - Networking & Cybersecurity
Check Point Software Technologies
02.2016 - 05.2024
Head of Support & Professional Services | Program Management
Allot Communications
09.2000 - 01.2016
Network Specialist & NOC Manager
Internet Gold Golden Lines
02.1998 - 08.2000
BBA - Business Administration & Management
The Israeli Open University
04.1995 - 01.1999
Non-Commissioned Officer - Military Service
Israeli Air Force
09.1990 - 08.1993
Languages
English
Hebrew
Accomplishments
- Improved customer retention by 15% through proactive success strategies and lifecycle engagement.
- Helped reduce churn by implementing AI-driven health scoring, leading to a notable reduction in customer drop-off .
- Boosted NPS through enhanced onboarding and customer engagement, resulting in measurable satisfaction gains.
- Led a 10-person technical team, streamlining operations and improving resolution time by over 30% .
- Automated QBRs and reporting, saving 20+ hours per month on manual tasks.
- Managed enterprise clients across multiple global markets , ensuring cybersecurity & network stability.
- Developed customer success playbooks that standardized onboarding and reduced time-to-value by over 20% .
- Designed training programs that improved product adoption and reduced support tickets.
- Partnered with R&D to optimize customer feedback integration, reducing reported issues by approximately 30% .
- Mentor to blood cancer patients, providing support and guidance.
- Advisory expert for a leading cancer drug company, offering patient and industry insight
Software
Customer Success & CRM: HubSpot, Salesforce
Support & Ticketing: JIRA
Networking & Security: Cisco, Check Point, Meraki, Allot Communications
Cloud & Automation: Google API Console, Python (automation)
Office & Reporting: Excel (Advanced), PowerPoint, Google Sheets
AI & Automation: ChatGPT, OpenAI API, AI-driven customer insights, workflow automation
Social Media & Content: LinkedIn, WordPress, Figma, Canva, FB, IG, Video Editing