Customer Success Manager
israel / / Full-time
Insidepacket is redefining how network operators deliver services, and Customer Success is at the heart of that mission. As our Customer Success Manager, you won’t just support customers; you’ll be their trusted technical partner from day one, owning their journey from deployment through long-term growth. This is a foundational role with direct impact on retention, expansion, and the reputation of our platform in the market.
If you thrive at the intersection of deep networking expertise and customer obsession — this is your seat.
Job Responsibilities:
- Lead end-to-end deployment of the InsidePacket platform within customer environments, ensuring seamless integration, optimal performance, and a fast path to value.
- Serve as the primary technical escalation point across Tier 1–3 support, driving issues from initial report to root-cause resolution with urgency and ownership.
- Partner cross-functionally with R&D, Product, and Sales to ensure customer issues are triaged, prioritized, and resolved with accountability.
- Maintain high-quality records of customer interactions, tickets, escalation workflows, and resolution outcomes.
- Deliver hands-on guidance across product setup, configuration, and advanced troubleshooting — in-person and remote.
- Build and contribute to customer-facing training materials, onboarding playbooks, and knowledge base content that scale your expertise beyond 1:1 engagements.
- Reproduce customer environments to perform deep analysis of reported issues, identify systemic root causes, and drive corrective actions back into the product.
- Identify expansion signals and churn risk, and bring those insights to the broader team.
Job Qualifications:
- 5+ years in a customer-facing technical role — Customer Success Engineer, Solutions Engineer, or equivalent — ideally within networking or infrastructure software.
- Hands-on expertise with leading network vendors: Cisco, Juniper, Nokia, or similar.
- Deep fluency in networking fundamentals — routing, switching, BGP, MPLS, and Layer 2/3 architectures.
- Strong command of network security services: L4 Firewall, DDoS mitigation, DNS, NAT.
- Demonstrated ability to manage multiple customer engagements simultaneously without dropping quality.
- Exceptional written and verbal communication — you can translate complex technical issues into clear, actionable language for both engineers and business stakeholders.
- Cloud infrastructure experience (AWS, Azure, GCP) — a strong plus.
- Experience in a startup or scale-up environment where you’ve had to build processes, not just follow them.
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