Hod HaSharon, Center District, Israel
VP-level Customer Success and Operations executive with 10+ years of experience building and scaling global post-sales organizations in high-growth AI, cybersecurity, and enterprise SaaS companies. I specialize in standing up and leading Customer Success, Global Support (24/7 Tier 1–3), Service Delivery, Project Management, and Customer Operations teams in VC-backed environments. My focus is on building structured, KPI-driven, data-informed organizations that improve retention, expansion, operational efficiency, cost reduction and executive visibility. I combine executive leadership with hands-on technical depth across infrastructure, networking, cloud and enterprise deployments — allowing me to operate effectively with Product, R&D, Sales, and C-level stakeholders. Core areas of expertise: • VP level Customer Success leadership • Senior management level - Support / Global Support and Operations • Senior management level Delivery / Service Delivery / Project Management leadership • Customer Lifecycle & Customer Journey design • Customer Health Scoring & Churn Risk Management • Customer Experience (CX) Operations • Enterprise onboarding & implementation governance • KPI design, SLA management & performance metrics • AI-driven operational insights & BI dashboards • Cross-functional alignment: Product, R&D, Sales, RevOps Technical foundation: Cloud & On-Prem architecture, Networking (TCP/IP, VPN, FW, LB), Linux/Windows, SQL/Postgres, BI platforms (PowerBI, Tableau, Looker, Sisense), AI-enabled analytics, AI-backed operatonal tools. Experienced in hypergrowth startup environments scaling toward enterprise maturity.
Recruited to build and scale the company’s global post-sales organization in a high-growth AI environment. Own Service Delivery, Project Management, Field Engineering, 24/7 Global Support (Tier 1–3), Logistics, and Customer Operations. Mentor and structure the CSM organization. Leadership & Impact: • Built and scaled multi-region Global Support organization (US, Israel, Ukraine) • Established structured Service Delivery and Project Management Office (PMO) practices • Implemented Customer Success methodology, health scoring, and churn risk monitoring • Designed and deployed BI dashboards for executive leadership and daily frontline use • Leveraged AI tools to extract insights from operational data, identify risk patterns, improve response times, and strengthen customer health visibility • Defined customer 360° operational reporting for C-level decision-making • Established KPI, SLA and performance management frameworks • Built logistics, procurement and vendor management operations from scratch • Served as executive escalation lead for enterprise customers Partnered closely with Product Management, Sales, and R&D to improve deployment scalability, product readiness, and customer retention. Operated at both strategic leadership and hands-on technical execution levels.
Led Customer Success, Support, Sales Engineering, and Implementation functions in a cybersecurity infrastructure environment. • Owned enterprise onboarding and implementation strategy • Led complex infrastructure deployments and integrations • Built structured Customer Success and Service Delivery processes • Managed technical escalations and customer experience risk • Strengthened alignment between Product, Engineering, and Sales
AI-driven predictive analytics consultancy focused on Customer Success, revenue optimization, and customer data insights. • Designed AI-based operational and customer analytics solutions • Led customer lifecycle strategy and implementation • Managed enterprise engagements end-to-end • Built service delivery model and go-to-market approach
Built and led the Customer Success and Strategic Accounts organization during company growth phase. • Established Customer Success strategy, lifecycle framework and KPI model • Built and mentored CSM team • Managed enterprise and strategic / VIP accounts directly • Improved renewals and expansion performance • Implemented BI-driven customer usage analytics • Partnered with Product Management on roadmap prioritization • Led definition and launch of new SaaS product offering