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Work Background
Webz.ioHead of Customer Success and Support
Jan. 2025 - Jul. 2025Cyber and Open-web Data Intelligence - Global B2B SaaS - Led a team responsible for real-time data delivery and system uptime in high-availability environments, aligning with standards critical to autonomous and safety-sensitive industries
- Built and optimized CS and support workflows, boosting customer satisfaction scores
- Defined and implemented processes, escalation protocols, incident response frameworks, and performance dashboards aligned with SLA/OKR metrics
- Collaborated with Product, Engineering to drive resolution of incidents and improve root cause analysis
CauseMatchVP Customer Success
Feb. 2021 - Aug. 2024Global Fintech B2B SaaS - Fundraising Platform (US, UK, EU, IL)
- Scaled up Customer Success team, building a high-performing, global department with a focus on customer impact and retention. - Executive leadership role: led cross-functional teams including CS, IT, tech support, and internal ops, reporting to CEO. - Defined and implemented customer journey and lifecycle strategies to drive NRR growth and reduce churn - Deployed OKRs, KPIs, and CS processes that improved onboarding efficiency and customer satisfaction metrics, achieving a consistent NPS of 55+ - Spearheaded automation initiatives, reducing manual ops tasks and accelerating CS responsiveness. - Oversaw company-wide operations transformation, aligning with growth and retention goals. - Collaborated with Product and Sales to ensure alignment with customer feedback loops and GTM strategy.
CauseMatchCustomer Success Advisor
Sep. 2020 - Feb. 2021
Kasnett TechnologiesFractional Chief Digital Officer (CDO) | Strategic Advisor & Operations Consultant
Apr. 2020- Advise government and public sector institutions on modernization initiatives, including digital transformation, operational strategy, and long-term digital preservation - Consult to global B2B SaaS startups on customer success, processes, operations and best practices to enable growth and efficiency - Design and implement scalable operational frameworks that align teams, optimize processes, and drive measurable impact
prooV Inc.Director of Customer Success
May. 2019 - Feb. 2020B2B SaaS platform solution for POC’s – Global enterprise technology evaluations - Built a new CS delivery team. Successfully drove customer success strategy, processes and initiatives
- Orchestrated closely with marketing & sales to achieve sales targets, build customer relationships
- Developed successful work processes & methodology, defined KPI’s. Grew team as trusted advisers
- Orchestrated with Product to define and incorporate customer needs, features, priorities, product strategy
National Library of IsraelHead of National Government Program - Digital Transformation
Feb. 2011 - May. 2019Information Technology Division - Program Manager of Non-Tangible Cultural Heritage
Pushing the limits of technological feasibility to allow global public, cross-institutional access to data, material and knowledge previously inaccessible. - Head of national digital projects – Program leader, $10M budget, strategy, operations and technology solutions
- Demonstrated success in full project management life cycle of multiple large scale, data-driven strategic projects
- Product Management – Initiated, defined requirements, features, UX, documentation, development, delivery
- Led planning, design, development, implementation of IT systems and technology solutions
- Led strategy, marketing and branding initiatives
- Successfully created a solution for a SaaS national data storage infrastructure serving hundreds of institutions
- Created project management methodology, standards, processes, best practice. Organization and national levels
Nogacom LtdHead of Professional Services & Customer Success
Nov. 2008 - Jan. 2010Enterprise search and discovery, data classification, business intelligence software solutions - Led CSM’s and professional services - full project lifecycles from pre-sale through customer success.
- Led successful software solution implementations at large bank and telecom companies.
Olive SoftwareProfessional Services & Customer Success Manager
Dec. 2006 - Aug. 2008Solutions provider for digital publishing and intelligent content analysis - Led full project lifecycles from technical presale through deployment for UK/Europe market - Led successful software solution implementations at leading international customers - Successfully led key international projects, meeting project budgets, goals and schedule
CelebrosTeam Leader - UK and Japan Project and Integrations Teams
Jan. 2006 - Dec. 2006Intelligent NLP based Content classification, search and navigation solutions for e-commerce websites.
Led Global (USA, UK, EU, Asia) professional services teams, tasked with solution customization and on-site integrations and deployment
EranAvitalCo-Founder & CTO
Jan. 2004 - Dec. 2007EranAvital.com e-Commerce retail - Designed and launched an e-commerce platform for international business operation of luxury product market
- Developed business growth and penetration strategy, digital marketing, growing business operations YoY
CelebrosTeam Leader - Solutions Engineering
Oct. 2003 - Dec. 2006
Celebros Inc.Team Leader - Solutions Engineering
Oct. 2003 - Dec. 2006
Textology Inc.Content & QA Engineer
Sep. 2001 - Aug. 2003Information extraction software using linguistic analysis (natural language processing) and statistical models For automatic meta-tagging, categorization, entity extraction, and summarizing.
Experience with the financial and military intelligence fields.
I am always happy to help people who are looking for a new challenge and are open to work.
ENGLANDER ISRAEL AFloor Clerk - AMEX Stock Exchange
Jan. 1995 - Dec. 1995New York, USA - AMEX - American Stock ExchangeDerivatives brokerage firm on the American Stock Exchange (AMEX), New York, USA
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