Customer Success Manager
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Key skills for this role
Key Skills for This Role
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About Mozn
MOZN is a leading Enterprise AI company enabling organizations to make informed decisions in two critical domains: 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, builds trust, and empowers people and organizations with augmented intelligence. Our culture is built on the relentless pursuit of excellence and meaningful impact. If you’re passionate about working alongside exceptional talent on world-class AI, and you want the autonomy and runway to do the best work of your career, join us in shaping the future of intelligent enterprises.
About the rol e
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.
This role requires strong strategic thinking, stakeholder management, and the ability to proactively manage risk and value realization across complex customer environments.
In line with Saudization requirements, we are currently prioritizing Saudi national candidates for this position.
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
Partner with Sales to position growth opportunities effectively
Contribute to case studies, references, and advocacy initiatives
Leadership & Mentorship
Mentor Junior CSMs 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
Success Indicators
Majority of portfolio consistently Green in health status
Strong CSAT and NPS performance across owned accounts
Reduced churn risk and effective escalation management
Documented expansion opportunities generated from the customer base
Positive feedback from customers and internal stakeholders
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 in an exciting space.
- You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.
- The fundamentals will be taken care of: competitive compensation, top-tier health insurance, and an enabling culture so that you can focus on what you do best
- You will enjoy a fun and dynamic workplace working alongside some of the greatest minds in AI.
- We believe strength lies in difference, embracing all for who they are and empowered to be the best version of themselves.
About Mozn
Saudi enterprise AI company helping financial institutions and public-sector organizations prevent financial crime and use enterprise knowledge.
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