Senior Director-Customer Success

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

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About MoEngage

MoEngage is an intelligent customer engagement platform, built for customer-obsessed marketers and product owners. We enable hyper-personalization at scale across multiple channels like mobile push, email, in-app, web push, on-site messages, and SMS. With AI-powered automation and optimization, brands can analyze audience behavior and engage consumers with personalized communication at every touchpoint across their lifecycle.

Fortune 500 brands and Enterprises across 35 countries such as Deutsche Telekom, Samsung, Ally Financial, Vodafone, and McAfee along with internet-first brands such as Flipkart, Ola, OYO, and Bigbasket use MoEngage to orchestrate their cross-channel campaigns and engage efficiently with their customers sending 50 billion messages to 500 million consumers every month!

Our vision is to build the world’s most trusted customer engagement platform for the mobile-first world.

We promise to care about your customers as much as you do. And that justifies our top ratings for service and support in Gartner Magic Quadrant, Gartner Peer Insights, and G2 Summer Reports. We have also been recognized as one of the 25 Highest Rated Private Cloud Computing Companies To Work For in a list released by Battery Ventures, a global investment firm based on the employee feedback on Glassdoor where employees reported the highest levels of satisfaction at work during the first six months of the pandemic.

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.
  • Awareness on Information Security concepts and Best Practices

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