Customer Success Manager

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

About the role:

As an India-based Customer Success Manager aligned with US (EST/CST) hours, you will serve as the primary contact for mid-market and enterprise accounts. You will monitor account health, troubleshoot issues, and deliver QBRs to ensure long-term client retention and satisfaction. By serving as the voice of the customer, you will drive product adoption, identify upsell opportunities, and coordinate with internal MarTech teams. This role requires 3+ years of SaaS MarTech experience alongside exceptional project management skills to collaborate with global stakeholders.

Role and 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 products

• 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 and build strategies to drive further customer adoption

• Be the voice of the customer when engaging with internal teams

Requirements

• 3+ years of 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 organisational skills, especially in coordinating meetings and follow-ups with global stakeholders across multiple time zones and disciplines

• Understanding of roles and responsibilities within technical organisations 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

• US Time Zone - EST/CST Timezone preferred

• India-based candidate (Hybrid)

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.

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