Summary
Overview
Work History
Skills
Timeline
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Idan Elram

Herzelia

Summary

Accomplished Customer Success leader with over 5 years of experience in SaaS, leading and mentoring teams to deliver exceptional customer experiences. Proven expertise in client management, retention, upselling, and cross-functional collaboration. Adept at building strong relationships, leveraging data for insights, and driving strategic goals for enterprise clients. Passionate about the intersection of sports, media streaming, and technology, with a keen interest in sports business development.

Overview

5
5
years of professional experience

Work History

Director of Customer Success, EMEA

WSC Sports
05.2024 - Current
  • Lead the EMEA customer success strategy, managing a team that includes the Customer Success Team Lead and CSMs
  • Spearheaded efforts to exceed company goals by driving customer retention, upselling, and product expansion across enterprise accounts
  • Consistently improved customer satisfaction metrics, ensuring a high NPS across the region
  • Aligned cross-functional efforts across product, development, and sales teams to ensure the delivery of value to key customers
  • Developed and implemented processes to streamline customer onboarding, business reviews, and success plans for large-scale clients.

Customer Success Team Lead, EMEA

WSC Sports
04.2023 - 05.2024
  • Managed a team of 7 CSMs, delivering tailored solutions and increasing product usage and customer retention
  • Created best practice methodologies, empowering team members to act as trusted advisors to clients
  • Facilitated cross-functional collaboration with sales, product, and marketing teams to optimize customer journeys.

Customer Success Manager

WSC Sports
04.2021 - 04.2023
  • Managed a portfolio of enterprise clients, overseeing the entire customer lifecycle from onboarding to expansion
  • Utilized BI tools to extract data-driven insights and drive client engagement
  • Increased customer satisfaction by developing proactive touchpoints and identifying upsell opportunities.

Head of Customer Success

Squaretalk
08.2020 - 04.2021
  • Led the customer success strategy, managing key clients and driving retention in a competitive SaaS environment
  • Mentored a growing team, developing processes to enhance service delivery and customer engagement.

Customer Success Manager

Squaretalk
09.2019 - 08.2020
  • Managed a diverse portfolio of clients, focusing on customer satisfaction, retention, and expansion strategies.

Skills

  • SaaS Customer Success & Account Management
  • Team Leadership & Mentorship
  • Client Retention & Upselling
  • Cross-Functional Collaboration
  • Data-Driven Insights & BI Tools
  • Sports Business Development
  • Media Streaming & Technology

Timeline

Director of Customer Success, EMEA

WSC Sports
05.2024 - Current

Customer Success Team Lead, EMEA

WSC Sports
04.2023 - 05.2024

Customer Success Manager

WSC Sports
04.2021 - 04.2023

Head of Customer Success

Squaretalk
08.2020 - 04.2021

Customer Success Manager

Squaretalk
09.2019 - 08.2020
Idan Elram