Israel

Sales

Customer Success Management

Business Transformation

Customer Experience (CX)

Yishai Segev

Founder

Communication

Collaboration

Problem-solving

Time management

Critical-thinking

Team player

Organisation skills

Customer service

Project management

Leadership

ChatGPT

Hotjar

HubSpot

Intercom

Jira

Monday

Notion

Trello

Rise.ai is an Ecom SaaS provider that combines a brand's gift cards, loyalty and store credit under a single branded "Digital Wallet". Used by some of the biggest brands in the world (Mejuri, Fashionphile, SKIMS, Gatoraid, SharkNinja and more).

Part of company management, led Operations and CX (Support, Success and Solutions) across 8K clients and 300 enterprise accounts. $10M ARR with 88% enterprise retention.

Unified three teams under a single OKR framework and data-driven KPI structure moving them from "Crisis" mode to "Building" mode. 
Stepped in as the business lead during a 6 month CEO transition; Signing off on contracts, owning client escalations, aligning roadmap priorities, and handling legal and operational matters. 
Rolled out the company's first AI powered internal knowledge base adopted across the whole company. 
Built operational infrastructure; Defining SQLs/MQLs, implementing Sales & Success Pipelines, Enterprise SLAs, and SOC2/SOX compliance.

Loox helps over 130,000 brands and 3,000 Shopify Plus stores grow their business effortlessly with the unmatched power of visual reviews - the strongest form of social proof.

Joined Loox as its 4th employee. Managed all customer facing teams and processes from 10K to 120K customers and $800K ARR to over $30M.

Developed and owned the company-wide quarterly planning process. Leading all research and data analysis around strategic questions and key company funnels to support business strategy and goals.
Led cross department initiatives to increase project success and productivity (e.g. feature release cycle, communication plan, employee onboarding). 
Scaled a 1,300+ partner ecosystem to $2.4M ARR across technical integrations, agencies/resellers, and influencer collaborations.

Developed and led a comprehensive customer experience strategy with a team of 20, including leaders in Support, Success, and Product Education.
Established product growth taskforce - using data analysis to increase Install-to-Pay rate by +100% and reduce early churn 50%.
Defined and led hiring processes across multiple teams including VP roles.
Responsible for representing voice-of-customer within strategic planning (e.g. CRM implementation, pricing structure, product marketing, customer education).

Led Customer Success and Support teams (Both internal and Outsourced).

Optimized operations to double ARR & retention of portfolio, while increasing customer satisfaction via shorter response and resolution times.

Expanded customer service to 24/7 availability through outsourcing. 
Optimized operations to double ARR & retention of portfolio, while increasing customer satisfaction via shorter response and resolution times.

Joris Swinnen

Coach & Facilitative Leader

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