Senior Customer Success Manager
About Arato
Arato is the reality check for GenAI products.
We help companies ensure their GenAI-powered experiences actually work—before they reach customers.
Our platform, Arato Simulate, enables teams to test AI systems at scale by simulating real-world user behavior across expected flows, edge cases, adversarial inputs, and domain-specific scenarios.
Instead of guessing, teams get clear, data-driven insight into accuracy, consistency, and risk – so they can ship with confidence.
The Role
We’re looking for our first Customer Success Manager to build the function from the ground up. You will own the customer journey end-to-end – from post-sale onboarding through long-term success, retention, and expansion.
This is not a traditional CSM role. You won’t inherit playbooks, you’ll create them. You’ll help define how we onboard customers, how we measure success, how we drive adoption, and how we turn customer feedback into product direction.
You’ll work closely with Product, Engineering, Sales, and Onboarding to ensure smooth implementation, drive adoption, resolve technical challenges, and translate customer needs into product direction.
This role requires both hands-on execution and strategic thinking. One moment you’re running a deep session with a customer, the next you’re identifying patterns across accounts, shaping internal processes, or influencing the product roadmap. This is a unique opportunity for a proactive, high-energy individual who thrives in a fast-paced environment and loves both the “doing” and the “building”.
Core Responsibilities
- Build and own the Customer Success function: Define onboarding, success playbooks, and health metrics—while owning the full customer journey from implementation to long-term retention and expansion.
- Lead high-impact customer engagements: Run onboarding, demos, and deep working sessions with PMs, AI engineers, and product teams—becoming a trusted partner in how they build and evaluate their AI systems.
- Become an expert in how AI systems behave in production: Help customers test, measure, and improve non-deterministic systems—turning usage and outcomes into clear, actionable insights.
- Drive adoption, retention, and growth through data: Analyze customer behavior to identify risks, gaps, and expansion opportunities, and act on them proactively.
- Shape the product through customer insight: Work closely with Product and Engineering to translate real-world usage and pain points into roadmap priorities.
- Operate with ownership in an ambiguous environment: Prioritize across customers and initiatives based on impact, and build structure where none exists.
Requirements
- 5 years of Customer Success experience in B2B SaaS.
- Experience working in high-growth, fast-paced environments.
- Proven track record managing global customers (US/EMEA).
- Strong technical orientation – comfortable working with technical products. and stakeholders (dev/AI/ML familiarity is a strong advantage).
- Builder mentality – creating processes and structure from scratch.
- Excellent communication skills in English and Hebrew (written and verbal).
- High ownership, high speed, low ego.
Why Arato.ai?
- Be the first CSM and build the function. Define how we onboard, support, and grow customers from day one.
- Work on one of the hardest problems in AI. Ensuring GenAI systems are reliable, safe, and production-ready is still unsolved—you’ll be at the center of it.
- High ownership, real impact. You’ll work directly with leadership and shape both customer experience and product direction.
- Deep, meaningful customer work. Partner with product and AI teams building real GenAI applications—not just handling support tickets.
- High standards, high velocity. We move fast, focus on what matters, and expect strong ownership.
- Strong culture, real flexibility. Collaborative team, direct communication, flexible working arrangements, and competitive compensation.