Senior Director-Customer Success - India

Bengaluru, Karnataka, India | Customer Success Team | Full-time

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MoEngage is an insights-led customer engagement platform, trusted by 1,200+ global consumer brands. As a Great Place to Work Company we are a young, fast-paced and intelligent customer engagement platform that fosters a culture of innovation, ownership, freedom, and fun while building future-ready technology products. Sitting at a conflux of diverse technologies like Artificial Intelligence, Big Data, Web & Mobile platforms, MoEngage technology analyzes billions of data points generated by customers and their devices in order to predict their behavior and engage them at every touchpoint throughout their lifecycle with personalized communication.

In just eight years since our inception, we have worked with leading Fortune 500 brands such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, Bigbasket, and Sharechat, with a global presence that encompasses 35 countries. We currently have offices in San Francisco, Boston, London, Dubai, Ho Chi Minh city, Bangkok, Kuala Lumpur, Singapore, Sydney, Vietnam, Berlin, Jakarta, and Bengaluru. 

The care we give to our customers is quite high! Our achievement of top service and support ratings in Gartner's Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports is a testament to that. Another commendable quality is our people-centric culture, as we have recently been included in Battery Ventures' top 25 private cloud computing companies. As recognized by the DivHERsity Awards, we are one of the top 20 diversity companies in the world, while the Economics Times names us as one of the Top Organizations for Women.

Will you be able to thrive in a fast-paced environment where innovation, speed, and customer-centric thinking are the norm? Is it your passion to uncover opportunities others are unaware of and to champion them? Do you crave ownership and a chance to be a part of something that matters? If so, this may be a worthwhile opportunity for you!

 

Responsibility:

  • Drive the strategy and alignment to deliver key company and customer success objectives including but not limited to - GRR, NRR, Advocacy and Product adoption
  • Ensure positive business value and transformational impact for our customers through adoption of innovative MoEngage products and services
  • Relationship building 
    • build strategic relationships with key customer contacts across different levels in customers’ orgs
    • Create evangelists and champions by enabling and supporting key members of our growth community
    • Build and nurture C-level relationships across accounts in the portfolio to solidify existing relationships while expanding MoEngage footprint
  • Create repeatable and scalable processes to enable 10X growth
  • Work closely with the Sales organizations to ensure adoption and expansion of MoEngage in key accounts
  • Leadership 
    • Lead the team of CSMs to overachieve their operational metrics
    • Grow and Manage a strong team of enthusiastic and hardworking CSM by mentoring, coaching and performance management
    • Collaborative leadership style with ability to influence peers and resources from different groups in the company to ensure customer satisfaction and success
  • Manage key customer escalations and red accounts by mobilizing and leveraging resources from across the company as needed 
  • Work with internal account teams to identify and resolve renewal risk, identify expansion opportunities, build strategies to drive further customer adoption.

 

Qualification: 

  • Customer Success and Digital transformation professional with 10+ years of experience in leading success and services organization in a SAAS company 
  • Experience of Managing $25 M + USD portfolio of B2C customers across different segments and geographies
  • 7+ years of experience in managing globally distributed teams with at least 5+ years of experience in managing 1st line managers
  • Strong technical and innovation aptitude is a must
  • A technical degree, with an MS or MBA 
  • Strong background in technology and/or business transformation consulting is a strong plus.
  • Proven track record of scaling operations to 10x by introducing scalable process, optimizations and automation
  • Ability to identify growth opportunities and effectively execute upsell and cross-sell plans. 
  • Strong understanding of SAAS and Multi Tenancy fundamentals 
  • Demonstrated success in building and growing high performing teams in new geos
  • Excellent executive communication, negotiation and presentation skills
  • Ability to manage crisis and stay calm under pressure while helping the team to navigate crisis with ease

 

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 technology team.