Customer Success Manager - US

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

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About MoEngage

MoEngage is an insights-led customer engagement platform trusted by 1,350+ global consumer brands, including McAfee, Flipkart, Domino’s, Nestle, Deutsche Telekom, and OYO. MoEngage combines data from multiple sources to help brands gain a 360-degree view of their customers.  

MoEngage Analytics arms marketers and product owners with insights into customer behavior. Brands can leverage MoEngage Personalize to orchestrate journeys and build 1:1 conversations across the website, mobile, email, social, and messaging channels. MoEngage Inform, the transactional messaging infrastructure, helps unify promotional and transactional communication to a single platform for better insights and lower costs. MoEngage’s AI Suite helps marketers develop winning copies and creatives, optimize campaigns and channels that boost engagement, and help with faster execution.

For over a decade, consumer brands in 60+ countries have been using MoEngage to power digital experiences for over a billion monthly customers. With offices in 15 countries, MoEngage is backed by Goldman Sachs Asset Management, B Capital, Steadview Capital, Multiples Private Equity, Eight Roads, F-Prime Capital, Matrix Partners, Ventureast, and Helion Ventures.

MoEngage was named a Contender in The Forrester Wave™: Real-Time Interaction Management, Q1 2024 report, and Strong Performer in The Forrester Wave™ 2023 report. MoEngage was also featured as a Leader in the IDC MarketScape: Worldwide Omni-Channel Marketing Platforms for B2C Enterprises 2023.

Role:Customer Success Manager / Senior Customer Success Manager - US Region

Specifics:

  • US Time Zone - CST/PST Timezone preferred
  • India-based candidate

Skills and Requirements

  • 5+ 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
  • Based on the West Coast (preferably)
  • 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 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
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