Senior Customer Success Manager - EU

Bengaluru | Customer Success Team | Full-time | Partially remote


About MoEngage

MoEngage Inc. is a fast-paced startup that’s helping companies run smart marketing efforts in their effort to reach the customer. We are a leading Marketing Technology Stack provider that is helping brands redefine their customer engagement in the mobile era. Brands use MoEngage to drive long-term, personalized, and context-based engagement across channels to help achieve increased customer retention as well as customer LTV. Sitting at a conflux of diverse technologies like Artificial Intelligence, Big Data, Web and mobile platforms, MoEngage technology analyses billions of data points generated by customers and their devices, to predict customer behavior and build marketing campaigns that proactively engage users.

MoEngage has been working with leading brands across e-commerce, entertainment, travel, publishing, and banking domains among others. With marquee clients like Traveloka, Bukalapak, Kredivo, Vodafone, Oyo, Airtel, and McAfee, MoEngage has over 250+ paying Customers in the Enterprise & Internet companies space in India, the US, South East Asia & EU. With a global presence spanning 35 countries, MoEngage has offices in San Francisco, Singapore, Berlin, Jakarta, and Bengaluru.

Skills and Requirements
  • 5+ (2+ in Europe/US market) 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 disciplines
  • 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
  • You will be the main point of contact for MoEngage for customers and their team members operating in Europe
  • 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 product
  • 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