Senior Customer Success Manager

Dallas, Texas, United States | Customer Success Team | Full-time | Fully remote

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MoEngage 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 the intersection of diverse technologies like Artificial Intelligence, Big Data, Web & Mobile platforms, MoEngage technology analyzes billions of data points generated by customers and their devices, to predict customer behavior and build marketing campaigns that proactively engage users.

In just six years since inception, MoEngage is working with leading enterprise and mid-market brands across e-commerce, entertainment, travel, publishing and banking. With a global presence spanning 35 countries, MoEngage has offices in San Francisco, Berlin, Jakarta, and Bengaluru. MoEngage is recognized by Gartner, Forrester, and G2 Crowd.

MoEngage has also been growing consistently through tough years like 2020 keeping our team at the center of our values, something Battery Ventures recognized by listing MoEngage as one of the top 25 Cloud Companies to work for during the pandemic.

MoEngage is looking for a Senior Customer Succcess Manager to work with our largest enterprise customers to help them get the most business impact out of our platform. 

Skills and Requirements

  • 5+ years experience in supporting customers with marketing technology solutions (email, push, SMS) or closely related solutions with understanding of technical, product and marketing disciplines
  • Has a strategic mindset and ability to make sense of complex business needs
  • Location preference is West Coast or Central
  • 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
  • Ability to understand customer requirements and see how MoEngage can add value in various way.
  • 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 role for a SaaS company is a plus
  • SaaS and B2B experience is a must

Responsibilities

  • You will be the main point of contact for some of MoEngage's largest enterprise customers, helping their leadership and execution teams get the most out of our solution
  • Monitor customer health, satisfaction, expansion opportunities, risks and escalations
  • Augment the MoEngage team members supporting the customer to ensure timely response and interpretation of solutions
  • Coordinate calls between marketing, product and engineering teams
  • Keep up to date and establish 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, identify expansion opportunities, build strategies to drive further customer adoption
  • Be the voice of the customer when engaging with internal teams
  • Project manage different projects between MoEngage and our account