Linoy Friedmann
CUSTOMER SUCCESS MANAGER
Kfar Saba,IL
Summary
Highly motivated team player focused on customer success. Trusted Adviser with clients to deliver system implementations effectively and efficiently, adding value through collaboration across all levels of an organization. Results-oriented with strong analytical and problem-solving skills, customer focused, and committed to the profitability of employer through customer satisfaction, retention and driving sales opportunities
Overview
13
13
years of professional experience
Work History
CSM Team Lead – B2B
01.2025 - Current
- Lead and manage a team of Customer Success Managers handling B2B client portfolios.
- Set performance targets, monitor KPIs, and ensure company goals are met and exceeded.
- Develop and implement strategies to increase account portfolios, profitability, and retention.
- Provide coaching, training, and guidance to maximize team efficiency and customer satisfaction.
- Establish best practices in onboarding, engagement, and retention across the team.
- Collaborate with cross-functional teams to align customer success efforts with business objectives.
Senior CSM B2B
GETT
01.2023 - 01.2025
- Lead the development and optimization of cross-team processes, partnering closely with the Product team to deliver new features, address bugs, and prioritize customer-focused enhancements.
- Design and implement structured onboarding and training programs to ensure effective knowledge transfer and smooth onboarding of new hires.
- Mentor and coach CSM team members, fostering a culture of excellence and customer focus.
Customer Success Manager B2B
GETT
01.2019 - 01.2023
- Develop and execute account and portfolio level strategies that support key business metrics including client retention, revenue growth and profitability.
- Become a trusted advisor with clients by deeply understanding their business and aligning their needs to our solutions.
- Serve as customer advocate internally while effectively collaborating with internal, cross-functional teams including product management, customer support, sales engineering and finance.
- Lead ongoing strategic customer meetings to communicate best practices, successes and business results; facilitate quarterly business reviews & executive meetings.
- Analysis of customer performance metrics to deliver consultative business reviews which result in strategic recommendations, best practices and process improvements to ensure they derive maximum value from their investment.
Client Services Supervisor for B2B
GETT
01.2018 - 01.2019
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem.
- Develop process improvements to enhance service efficiency and effectiveness.
- Prepare product or service reports by collecting and analyzing customer information.
- Identify and assess customer's needs to achieve satisfaction.
- Provide accurate, valid and complete information by using the right methods/tools.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Follow communication procedures, guidelines and policies.
Project Officer (PO)
Amdocs Israel
01.2016 - 01.2018
- Supervision of projects for the construction and renovation of the Company's assets carried out in the department, subject to the manager of the unit.
- Coordinating the schedule and budget, coordinating all the parties participating in the project (architects, contractors, work managers, supervisors and technical personnel within and outside the Company) in order to meet the project objectives and project budget.
Admin Associate
Amdocs Israel
01.2013 - 01.2015
- Providing an ongoing administrative service to various units in the organization.
- Assistance and follow-up of various projects of the department using the departments designated computer systems.
- Coordinating between organizational entities in Israel and abroad. The nature of the work - Teamwork as part of the administrative staff of the Bureau.
Education
MBA - Business Management - information systems
Ono Academic College
01.2020
B.A. - Business Management - finance and capital market (With Honors)
Ono Academic College
01.2017
Military Service
Shift officer in the IDF Deputy Chief of Staff office.
Recommendations
Recommendations will be provided upon request.
Timeline
CSM Team Lead – B2B
01.2025 - Current
Senior CSM B2B
GETT
01.2023 - 01.2025
Customer Success Manager B2B
GETT
01.2019 - 01.2023
Client Services Supervisor for B2B
GETT
01.2018 - 01.2019
Project Officer (PO)
Amdocs Israel
01.2016 - 01.2018
Admin Associate
Amdocs Israel
01.2013 - 01.2015
B.A. - Business Management - finance and capital market (With Honors)
Ono Academic College
MBA - Business Management - information systems
Ono Academic College
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