unico IDtech

Technical Customer Success Manager

unico IDtech

full-time

Posted on:

Location Type: Hybrid

Location: Tel Aviv • Israel

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About the role

  • Be the main point of contact for assigned clients — written and verbal.
  • Manage inbound support tickets: triage, reproduce, and perform initial analysis.
  • Collaborate with the R&D team for deeper investigations and track resolutions.
  • Communicate updates clearly across time zones (IL & US). Flexible work schedule (e.g., later start on days with morning PST calls).
  • Lead renewal efforts alongside the team.
  • Own onboarding projects from contract signing through successful go‑live.
  • Plan timelines, dependencies, and deliverables with clients and internal teams.
  • Guide clients through product configuration, integrations, and setup.
  • Facilitate training sessions and ensure adoption milestones are met.
  • Document onboarding status, risks, and technical context.
  • Participate actively in each sprint’s planning, retrospectives, release readiness, and the design of new features.
  • Track KPIs — bugs, velocity, support load, and other relevant metrics.
  • Ensure client feedback is translated into clear product actions and documentation.
  • Help maintain visibility across product, support, and development.

Requirements

  • Excellent written and spoken English with confident client communication.
  • Strong organizational and project management skills.
  • Experience managing onboarding or implementation projects in a SaaS environment.
  • Comfortable working with distributed teams across multiple time zones.
  • Proactive ownership and accountability — you close loops, not leave them open.
  • Availability for a hybrid work model, with a requirement of 3 days per week in the office.
Benefits
  • Fast-paced SaaS environment where you’ll wear multiple hats and grow quickly.
  • Training and mentorship from experts in technical analysis and web infrastructure.
  • Genuine ownership — you’ll directly shape how we serve our clients and scale our operations.
  • Career growth — as Unico expands into North America and EMEA, our office will grow alongside new leadership and product opportunities.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementonboardingimplementationSaaSKPI trackingproduct configurationintegrationstechnical documentationclient trainingsupport ticket management
Soft Skills
client communicationorganizational skillsproactive ownershipaccountabilitycollaborationflexibilitytime managementproblem-solvingadaptabilityleadership