Customer Success Manager (US Region) @ MoEngage

• 3+ years experience in supporting complex enterprise customers with marketing technology solutions (email, push, SMS) or closely related solutions with an understanding of technical, product, and marketing discipline
• Has a strategic mindset and ability to make sense of complex business needs

• Exceptional project management and organizational skills, especially in coordinating meetings and follow-ups with global stakeholders across multiple time zones and disciplines

• Understanding of roles and responsibilities within technical organizations to understand who does what at a high level to involve the right people

• Exceptional attention to detail - working with a customer in a highly regulated environment

• Ability to understand customer requirements and see how MoEngage can add value in various ways.

• Comfortable with communicating with all levels of team members internally and externally, from C-level executives to individual contributors

• The ability to collaborate and build strong relationships with customers

• Previous experience in Customer Success or Support Engineer roles for a SaaS company is a plus

• SaaS and B2B experience is a must

Responsibilities

• You will be the main point of contact for MoEngage for Mid-Market and Enterprise level customers and their team members

• Actively monitor client usage and identify opportunities to upsell additional products and services

• Troubleshoot and resolve client issues and provide proactive solutions to minimize potential issues

• Conduct regular client check-ins and provide QBRs to ensure clients are receiving value from our products and services

• Develop and implement client retention strategies to ensure long-term partnerships

• Conduct client satisfaction surveys and analyze feedback to improve the customer experience

• Project manage different projects between MoEngage and our account

• Monitor customer health, satisfaction, risks, and escalations

• Augment the MoEngage team members supporting the customer to ensure timely response and interpretation of solutions

• Coordinate calls between marketing, product, sales, and engineering teams

• Have an understanding of the steps to create product requirement documents

• Keep up to date and establish a deep knowledge of MoEngage s solutions and products

• Help customers achieve their objectives by working with MoEngage internal teams, delivering timely technical guidance, enablement, and best practices materials

• Work with internal account teams to identify and resolve renewal risk and build strategies to drive further customer adoption

• Be the voice of the customer when engaging with internal teams

Other Specifics:

• US Time Zone - EST/CST Timezone preferred

• India-based candidate (Hybrid)