Jennifer (Gitee) Ackerman
Customer Success
Ramat Gan
Summary
As an experienced Customer Success professional, I lead customers and internal teams toward clear, outcome-driven success plans that turn goals into measurable value. I'm known for building strong, honest relationships with both technical users and executives, guiding them through adoption with confidence, clarity, and strategic direction. I proactively identify opportunities for growth, influence stakeholders, and help shape broader customer strategy. I thrive in fast-moving environments where I can elevate processes, mentor others, collaborate cross-functionally, and create a customer experience that feels intuitive, consistent, and impactful.
Overview
15
15
years of professional experience
Work History
Customer Success Manager
Mend.io
Giv‘atayim, Tel Aviv
10.2023 - Current
- Own onboarding, adoption, and long-term success for enterprise and mid-market customers.
- ● Lead onboarding, training, and success planning to ensure fast time-to-value.
- ● Provide technical guidance, best practices, and workflow optimization.
- ● Conduct strategic business reviews and manage executive and technical stakeholders.
- ● Analyze usage data to identify gaps and proactively drive adoption.
- ● Handle escalations and partner with Product, R&D, and Sales to resolve issues.
- ● Create scalable playbooks, customer assets, and communications to enhance the journey.
Senior Customer Success Manager
Syte Visual Conception
11.2021 - 09.2023
● Managed enterprise accounts through onboarding, integration, and expansion.
● Delivered technical and strategic guidance to increase adoption and retention.
● Led Executive Business Reviews and success plans across multi-level stakeholders.
● Standardized playbooks and mentored CSMs.
● Winner of Syte VC Hackathon for customer-focused innovation.
Customer Success Team Lead
Cognni (Shieldox Security)
03.2019 - 11.2021
● Led team of 4 CSMs supporting enterprise onboarding and adoption.
● Built scalable onboarding frameworks and engagement processes for clients and partners.
● Drove renewals through proactive stakeholder management and value realization.
● Served as customer advocate across Product, R&D, and Sales.
Customer Success Manager
Webydo
06.2015 - 07.2018
- Managed customer relationships and delivered personalized training programs, maintaining one of the lowest churn rates on the team.
- Developed tailored upsell and retention strategies, driving revenue expansion.
Drove adoption through scalable training and enablement initiatives.
Co-Founder, Revenue & Customer Experience
The Media Farm
09.2010 - 01.2015
- Built and led a national sales team of 5, managing multimillion-dollar accounts for top-tier brands.
- Executed data-driven campaigns aligned with customer strategy and measurable outcomes.
- Focused on long-term customer success through strategic alignment and ROI optimization.
Education
Philosophy And English
Hunter College
New York 04.2001 -
Skills
- Customer Success Expertise: End-to-end onboarding, technical enablement, success planning, adoption strategy, value realization, renewal and expansion identification
- Tools & Platforms – SaaS ecosystems, BI dashboards, CRM and CS platforms, collaboration tools
- Customer Advocacy – Escalation handling, influencing product roadmap, feedback loops
- Analytical & Technical Skills: User behavior analysis, data-informed decision making, product configuration guidance, compliance understanding
- Customer Success Expertise: End-to-end onboarding, technical enablement, success planning, adoption strategy, value realization, renewal and expansion identification
Timeline
Customer Success Manager
Mend.io
10.2023 - Current
Senior Customer Success Manager
Syte Visual Conception
11.2021 - 09.2023
Customer Success Team Lead
Cognni (Shieldox Security)
03.2019 - 11.2021
Customer Success Manager
Webydo
06.2015 - 07.2018
Co-Founder, Revenue & Customer Experience
The Media Farm
09.2010 - 01.2015
Philosophy And English
Hunter College
04.2001 -