Associate Director, Customer Success META
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Job Description
About MoEngage
MoEngage is an insights-led customer engagement platform trusted by 1350 global consumer brands including McAfee Flipkart Dominos Nestle Deutsche Telekom and OYO. MoEngage combines data from multiple sources to help brands gain a 360-degree view of their customers.
About the role:
As an Associate Director of Customer Success at MoEngage you will be a key leader in our Customer Success organisation for the META region. You will be responsible for leading and scaling a team of Customer Success Managers (CSMs) focused on ensuring the success and growth of our valued Enterprise customers in the Middle East and potentially other regions. You will play a critical role in driving customer satisfaction adoption retention and expansion while also contributing to the overall strategy and operational excellence of the Customer Success department.
Roles and Responsibilities:
- Team Leadership and Development:
- Lead mentor and coach a team of Customer Success Managers to achieve their individual and team goals.
- Foster a collaborative customer-centric and results-oriented team culture.
- Customer Success Strategy and Execution:
- Develop and execute customer success strategies aligned with company objectives and regional nuances.
- Define and monitor key performance indicators (KPIs) for customer success such as retention rate churn rate customer satisfaction (CSAT/NPS) and expansion revenue.
- Ensure the team proactively engages with customers to understand their business goals challenges and how MoEngage can drive value.
- Oversee the development and delivery of strategic account plans and success plans for key customers.
- Drive adoption of MoEngage platform features and best practices among customers.
- Customer Relationship Management:
- Build strong and lasting relationships with senior stakeholders.
- Act as a point of escalation for complex customer issues and ensure timely and effective resolution.
- Conduct regular executive business reviews (MBRs/EBRs/QBRs) with strategic customers to demonstrate value and align on future goals.
- Gather customer feedback and advocate for their needs within the MoEngage organization.
- Operational Excellence:
- Utilize CRM and other tools to track customer interactions health scores and progress against goals.
- Collaborate with cross-functional teams (Sales Product Marketing Support) to ensure a seamless customer experience.
- Contribute to the development of customer success playbooks training materials and other resources.
- Revenue Growth and Expansion:
- Identify and drive opportunities for account growth through upsells and cross-sells in collaboration with the Sales team.
- Understand customer contract terms and identify renewal risks and opportunities.
- Contribute to achieving and exceeding customer retention and expansion revenue targets for the region.
- Develop and nurture customer advocates and identify opportunities for case studies and testimonials.
Requirement:
- Bachelors degree in a relevant field (Business Marketing Technology etc.). Masters degree preferred. A technical degree would be given preference.
- Minimum of 10 years of experience in Customer Success Account Management or a related client-facing role within the SaaS industry.
- Proven experience in leading and scaling a team of Customer Success Managers.
- Strong understanding of the SaaS business model and customer lifecycle.
- Excellent communication presentation and interpersonal skills with the ability to build rapport and influence stakeholders at all levels.
- Demonstrated ability to develop and execute customer success strategies that drive measurable results.
- Experience working with marketing technology platforms and understanding of digital marketing principles is highly desirable.
- Strong analytical and problem-solving skills with the ability to interpret data and derive actionable insights.
- Ability to thrive in a fast-paced dynamic and results-oriented environment.
- Experience working with customers in the Middle East region is a significant advantage.
- Fluency in English is required.
- Customer-obsessed and passionate about customer success.
- Strong leadership qualities with the ability to inspire and motivate a team.
- Strategic thinker with a results-oriented mindset.
- Highly organized and detail-oriented.
- Proactive and self-motivated.
- Excellent collaboration and teamwork skills.
- Adaptable and resilient.
We are looking for a dynamic and experienced leader to join our growing team in Dubai and contribute to the continued success of MoEngage and our customers!
AtMoEngage 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 MoEngageis 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. MoEngageis 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.
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.
Required Experience:
Director
Employment Type
Full-Time
