Customer Success Manager

About Cellebrite

Cellebrite (Nasdaq: CLBT) is dedicated to enabling customers worldwide to protect lives, speed justice, and safeguard privacy. As a global frontrunner in Digital Intelligence, we assist public and private sectors by simplifying complex legal digital investigations. Trusted by thousands globally, our Digital Intelligence platform revolutionizes how data is collected, analyzed, reviewed, and managed in legally authorized investigations.

Position Overview

We are seeking a Customer Success Manager to develop and manage Cellebrite's customer success intelligence framework. This involves transforming product insights and customer behavior into scalable customer journeys that enhance adoption, reduce churn, and maximize long-term value across CS, Sales, and the greater Go-to-Market ecosystem.

Key Responsibilities

• Offer expert guidance to customers to maximize their use of Cellebrite technologies, supporting effective justice outcomes.
• Collaborate with Sales teams to stabilize renewals, expand feature usage, and mature product adoption.
• Enhance platform retention by identifying adoption drivers and scalable engagement mechanisms.
• Conduct Adoption Health Checks using Customer Journey markers, intelligence, and risk indicators.
• Lead and engage in regional user forums and customer events to promote community learning and adoption momentum.
• Perform targeted customer interactions through video calls or onsite visits to resolve adoption issues and facilitate product usage.
• Work with CS Operations to develop customer health scores and journey frameworks.
• Act as a Gainsight expert and manage Customer Health Data for Go-to-Market collaboration.
• Analyze usage and health indicators across accounts to spot trends, risks, and growth opportunities.
• Develop scalable playbooks and workflows from customer engagement insights to standardize best practices.
• Carry out automated and semi-automated customer engagement strategies following journey analytics.
• Monitor data streams to identify churn risks and potential upsells, liaising with Sales and GTM teams.
• Record all interactions and insights in Gainsight to enrich the intelligence system.
• Collaborate with Regional Sales leads to align customer insights with territorial goals.
• Translate customer behavior and operational data into actionable business insights for GTM teams.
• Provide data-driven insights for customer QBRs, forecasting, and strategic sessions.
• Empower all GTM teams and Product Management with decisive customer intelligence.
• Standardize operational practices to ensure consistent and repeatable execution.

Required Qualifications

• Experience or background in law enforcement, investigative procedures, digital intelligence, or forensic technology fields.
• Strong cross-functional collaboration skills involving Sales, SE, Support, Product, and CS leadership.
• Demonstrated experience working with law enforcement, government bodies, or investigative agencies.
• Excellent communication and presentation abilities suitable for engaging both frontline and senior stakeholders.
• Robust analytical thinking combined with innovative problem-solving skills.
• Proactive self-starter with accountability and a continuous improvement mindset.

Preferred Experience

• Customer Success, Service Delivery, or a related client-facing experience.
• Proficiency with Gainsight or comparable customer success tools.
• Ability to analyze customer telemetry for risk and opportunity insights.
• Experience managing large-scale, programmatic customer success initiatives.

Work Schedule & Travel

• Up to 40% travel to engage customers, collaborate internally, and attend industry events.
• Hybrid work arrangement preferred, with 1-2 days weekly office presence at accessible Cellebrite locations for effective collaboration.

Benefits and Compensation

• Competitive salary with bonus potential.
• Inclusive healthcare, retirement, and wellness benefits.
• Flexible remote work options and global collaboration opportunities.
• Access to professional development, leadership training, and product education.
• Opportunity to shape the Customer Success operating model within a rapidly growing global company.