Customer Success Manager
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Key skills for this role
About the Role
MOZN seeks a Customer Success Manager to own the end-to-end customer journey for strategic accounts in enterprise AI. The role focuses on customer health, adoption, retention, and growth.
Key Skills for This Role
Responsibilities
- Own the customer relationship from post signature through adoption, growth, and maturity
- Serve as the primary operational point of contact for customers
- Develop and execute customer success plans aligned with business and regulatory objectives
- Lead cadence calls, health reviews, and Executive Business Reviews
- Monitor and manage customer health using defined KPIs
- Proactively identify churn risks and define mitigation plans
- Drive consistent and deep adoption of FOCAL within contracted scope
- Identify and document expansion, upsell, or cross sell opportunities
- Mentor Junior CSMs and contribute to onboarding new team members
Requirements
- 5–8+ years of experience in Customer Success or strategic account management
- Experience managing complex, enterprise, or regulated customers
- Strong stakeholder management and executive communication skills
- Proven ability to manage risk, adoption, and customer outcomes
- Advanced experience with Salesforce and CS tooling
Full Job Posting
About Mozn
- MOZN is a leading Enterprise AI company enabling organizations to make informed decisions in Financial Crime Prevention and Enterprise Knowledge Intelligence.
- We're a diverse, collaborative team of innovators united by a shared purpose: to build AI that delivers tangible business value.
About The Role
- As a Customer Success Manager at MOZN, you will own the end to end customer journey for a portfolio of strategic and high impact accounts.
- You will be accountable for customer health, adoption, satisfaction, and retention, while identifying growth opportunities in close collaboration with Sales.
What You'll Do
- Strategic Customer Ownership: Own the customer relationship from post signature through adoption, growth, and maturity.
- Serve as the primary operational point of contact for customers.
- Develop and execute customer success plans aligned with business and regulatory objectives.
- Lead cadence calls, health reviews, and Executive Business Reviews.
- Customer Health, Risk & Retention: Monitor and manage customer health using defined KPIs (TTFV, usage, health score, CSAT, NPS).
- Proactively identify churn risks and define mitigation plans.
- Escalate issues in a structured and timely manner.
- Ensure no surprise renewals through early risk visibility.
- Adoption & Value Realization: Drive consistent and deep adoption of FOCAL within contracted scope.
- Support customers in optimizing workflows and configurations.
- Guide customers toward advanced use cases and best practices.
- Growth & Expansion Signals: Identify and document expansion, upsell, or cross sell opportunities.
Qualifications
- 5–8+ years of experience in Customer Success or strategic account management.
- Experience managing complex, enterprise, or regulated customers.
- Strong stakeholder management and executive communication skills.
- Proven ability to manage risk, adoption, and customer outcomes.
- Advanced experience with Salesforce and CS tooling.
Benefits
- You will be at the forefront of an exciting time for the Middle East, joining a high growth rocket ship.
- You will be given a lot of responsibility and trust.
- Competitive compensation, top tier health insurance, and an enabling culture.
- Fun and dynamic workplace working alongside some of the greatest minds in AI.
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