Customer Success Manager
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Key skills for this role
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 identifying growth opportunities with Sales.
The role requires strategic thinking, stakeholder management, and proactive management of risk and value realization across complex customer environments.
Key Skills for This Role
Full Job Posting
About MOZN
MOZN is an Enterprise AI company focused on Financial Crime Prevention and Enterprise Knowledge Intelligence.
The company develops AI intended to deliver business value, build trust, and augment organizational decision-making.
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 identifying growth opportunities with Sales.
The role requires strategic thinking, stakeholder management, and proactive management of risk and value realization across complex customer environments.
Strategic Customer Ownership
- Own customer relationships from post-signature through adoption, growth, and maturity.
- Serve as the primary operational point of contact for customers.
- Develop 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 time to first value, usage, health score, CSAT, and NPS KPIs.
- Identify churn risks, define mitigation plans, and escalate issues in a structured and timely manner.
- Maintain early risk visibility to support no-surprise renewals.
Adoption and Value Realization
- Drive consistent and deep adoption of FOCAL within contracted scope.
- Help customers optimize workflows and configurations.
- Guide customers toward advanced use cases and best practices.
Growth and Expansion
- Identify and document expansion, upsell, and 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.
- Model structured and proactive Customer Success practices.
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 customer success tooling.
Benefits
- The role offers significant responsibility, autonomy, competitive compensation, health insurance, and a collaborative AI-focused workplace.
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