Job description

About Cellebrite

Cellebrite is a worldwide leader in digital intelligence and investigative workflow technology. The company equips law enforcement, government bodies, and enterprises with tools to accelerate investigations, enhance operational processes, and uncover truth quickly and accurately. Their mission-critical products are extensively used globally to support complex investigations on a large scale, demanding curiosity, discipline, collaboration, and a strong focus on customer success.

Role Mission

The key objective is to design, refine, and operate Cellebrite's customer success intelligence platform by transforming product telemetry and customer data into actionable, scalable customer journeys. These initiatives empower Customer Success (CS), Sales, and the broader Go-To-Market (GTM) teams to maximize product adoption, decrease churn, and increase long-term customer value.

Key Responsibilities

Act as a consultative expert to help customers optimize their usage and return on investment in Cellebrite products, aiding faster justice results.
Support Sales efforts related to contract renewals, feature expansions, and advancing product adoption maturity.
Enhance product engagement by identifying drivers of adoption and scalable triggers to facilitate large-scale customer interactions.
Deliver Adoption Health Checks utilizing customer journey milestones, intelligence data, and risk/expansion indicators.
Participate in or organize regional User Forums and customer events to foster community learning and encourage widespread adoption.
Engage with customers through video calls or on-site visits as needed to resolve emerging issues, promote product usage, and eliminate barriers to adoption.
Collaborate with the CS Operations team to advise on customer health scoring and the management of customer journeys.
Serve as a Gainsight and Customer Health Data subject matter expert supporting GTM coordination.
Analyze usage patterns, adoption rates, and health signals across accounts to detect trends, risks, and growth opportunities.
Develop playbooks and scalable workflows derived from customer insights to standardize best practices across the CS team.
Implement automated or semi-automated engagement strategies based on customer journey and behavior data.
Monitor data feeds proactively to identify churn risks, potential upsell opportunities, and friction points for Sales and GTM Teams.
Document all engagements, insights, and recommendations in Gainsight to continuously build customer intelligence.
Partner with Regional Sales VPs to align customer data insights with territory goals.
Convert behavioral and operational data into clear, actionable business analysis for GTM stakeholders.
Present data-driven insights in quarterly business reviews, forecasting sessions, and strategic planning meetings.
Support all GTM teams and Product Management with actionable intelligence about customers.
Create predictable and repeatable execution models by implementing operational best practices.

Required Skills and Experience

Professional background in law enforcement, investigative fields, digital intelligence, or forensic technologies.
Strong ability to collaborate effectively with Sales, Sales Engineering, Support, Product, and Customer Success leadership.
Experience working with law enforcement agencies, government organizations, or investigative entities.
Excellent communication and presentation skills for engaging with both operational and senior-level stakeholders.
Proven analytical capabilities combined with innovative problem-solving tendencies.
Highly self-motivated, accountable, and curious about optimizing systems and processes.

Preferred Qualifications

Prior roles in Customer Success, Service Delivery, or comparable customer-facing positions.
Proficiency with Gainsight or related customer success management tools.
Experience utilizing customer telemetry data to identify risks and opportunities.
Background in managing large-scale, programmatic customer success initiatives.

Work Environment and Travel

The position may necessitate up to 40% travel for customer meetings, internal teamwork, and industry conferences.
The role typically follows a hybrid work arrangement, requiring in-office presence 1-2 days per week when proximity to a Cellebrite office permits, to promote collaboration and effective program delivery.

Compensation and Benefits

Competitive salary with potential bonuses.
Comprehensive health coverage, retirement plans, and wellness programs.
Flexible remote working options with opportunities for collaboration across global teams.
Access to professional development, leadership training, and product education resources.
Influence over the evolving Customer Success model within a fast-growing global company.

Customer Success Manager - EMEA