Senior Customer Success Manager

About Mozn

About The Role

What You'll Do

• ****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.