Customer Success Manager

Roles and Responsibilities:

• Act as the primary point of contact for all customer-facing activities post launch for managed accounts.
• Ensure their day-to-day challenges are resolved in a timely and professional manner.
• Actively monitor client usage and identify opportunities to upsell additional products and services
• Conduct regular client check-ins and provide QBRs to ensure clients are receiving value from our products and services
• Have a good understanding of MoEngage features
• Advocate new MoEngage features adoption as well as identify new opportunities where MoEngage products and technologies can better fit client's marketing strategy and technical stack
• Develop and implement client retention strategies to ensure long-term partnerships
• Conduct client satisfaction surveys and analyze feedback to improve the customer experience
• Plan and consult client marketing team on use cases and solutioning
• Relay trends to customers and anticipate customer needs
• Predict and forecast risk, renewal and expansion within customer portfolio
• 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, build strategies to drive further customer adoption
• Be the voice of the customer when engaging with internal teams

Requirements:

• Experience in Customer success and account management
• Previous experience in Customer Success role for a SaaS company is a plus
• SaaS and B2B experience is a must
• Comfortable with communicating with all levels of team members internally and externally from C level executives to individual contributors
• 3+ years experience in supporting customers with marketing technology solutions (email, push, SMS) or closely related solutions with understanding of technical, product and marketing disciplines
• Excellent multitasking and project management skills
• Exposure to Mobile App Technologies is a plus

At MoEngage, we respect and value differences. We believe that when people from diverse backgrounds and perspectives collaborate, we create the most value – for our clients, our employees, and society. We embrace diversity and uphold a strong set of values. We are committed to inclusivity and take pride in providing equal opportunities for success and growth.

Employment at MoEngage is based solely on professional competence, skills, and experience. We stand firmly against all forms of discrimination and support equal rights and opportunities regardless of gender, ethnicity, abilities, age, identity, orientation or expression, marital status (including pregnancy), religion and beliefs, or any other status protected by law.

It is our policy to comply with all applicable national, state, and local laws related to non-discrimination and equal opportunity. MoEngage is truly a place where everyone can bring their passions, authentic selves, and talents to work, collaborating to drive progress and solve meaningful challenges.

Why Join Us! At MoEngage, we are passionate about our team and technology - see below to know more about us. Life@MoEngage Tech@MoEngage Scale @MoEngage We handle more than a billion messages every day. Rest assured, you will be surrounded by really smart and passionate people as we scale much more to build a world-class team.