Customer Success Manager
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Role Overview
The Customer Success Manager owns the end-to-end customer journey for a portfolio of strategic and high-impact accounts.
The role is accountable for customer health, adoption, satisfaction, retention, and value realization.
The role requires strategic thinking, stakeholder management, and proactive risk management across complex customer environments.
Key Skills for This Role
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About Mozn
MOZN is an Enterprise AI company focused on Financial Crime Prevention and Enterprise Knowledge Intelligence.
The company describes a collaborative environment focused on building trusted AI with tangible business value.
About the Role
The Customer Success Manager owns the end-to-end customer journey for a portfolio of strategic and high-impact accounts.
The role is accountable for customer health, adoption, satisfaction, retention, and value realization.
The role requires strategic thinking, stakeholder management, and proactive risk management across complex customer environments.
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, and Retention
- Monitor customer health using KPIs including time to first value, usage, health score, CSAT, and 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 and 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 and Expansion
- Identify and document expansion, upsell, or cross-sell opportunities.
- Partner with Sales to position growth opportunities effectively.
- Contribute to case studies, references, and advocacy initiatives.
Leadership and Mentorship
- Mentor Junior Customer Success Managers and contribute to onboarding new team members.
- Provide feedback on processes, tooling, and customer experience improvements.
- Act as a role model for structured, proactive Customer Success.
Qualifications
- Five to eight or more 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 customer success tooling.
Success Indicators
Most of the portfolio maintains a Green health status.
Owned accounts achieve strong CSAT and NPS performance.
Churn risks are reduced through effective escalation management.
Expansion opportunities are generated and documented from the customer base.
Customers and internal stakeholders provide positive feedback.
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