Customer Success Manager (US Region)

Bangalore, Karnataka
Permanent
Full-time

16 days ago

About MoEngageMoEngage 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.arms marketers and product owners with insights into customer behaviour. Brands can leverage to orchestrate journeys and build 1:1 conversations across the website, mobile, email, social, and messaging channels. , the transactional messaging infrastructure, helps unify promotional and transactional communication to a single platform for better insights and lower costs. MoEngage's 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.To learn more, visitCan you thrive and excel in a fast-paced ecosystem where innovation, speed and user-centric product thinking are the norms? Do you enjoy discovering opportunities that others do not even know exist and are geared to champion them? Are you driven by ownership and a chance to make an impact? If so, this opportunity may be for you!Role and ResponsibilitiesYou will be the main point of contact for MoEngage for Mid-Market and Enterprise level customers and their team membersActively monitor client usage and identify opportunities to upsell additional products and servicesTroubleshoot and resolve client issues and provide proactive solutions to minimize potential issuesConduct regular client check-ins and provide QBRs to ensure clients are receiving value from our products and servicesDevelop and implement client retention strategies to ensure long-term partnershipsConduct client satisfaction surveys and analyze feedback to improve the customer experienceProject manage different projects between MoEngage and our accountMonitor customer health, satisfaction, risks, and escalationsAugment the MoEngage team members supporting the customer to ensure timely response and interpretation of solutionsCoordinate calls between marketing, product, sales, and engineering teamsHave an understanding of the steps to create product requirement documentsKeep up to date and establish a deep knowledge of MoEngage's solutions and productsHelp customers achieve their objectives by working with MoEngage internal teams, delivering timely technical guidance, enablement, and best practices materialsWork with internal account teams to identify and resolve renewal risk and build strategies to drive further customer adoptionBe the voice of the customer when engaging with internal teamsSkills and 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 disciplinesUnderstanding of roles and responsibilities within technical organisations to understand who does what at a high level, to involve the right peopleExceptional attention to detail - working with a customer in a highly regulated environmentAbility 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 contributorsThe ability to collaborate and build strong relationships with customersPrevious experience in Customer Success or Support Engineer roles for a SaaS company is a plusSaaS and B2B experience is a mustOther Specifics:US Time Zone - EST/CST Timezone preferredIndia-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.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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