Associate Director, Customer Success META

• 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.

• Bachelor's degree in a relevant field (Business, Marketing, Technology, etc.). Master's 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,

• Demonstrated ability to

• 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.

• Work at Scale and challenge yourself
• Work with a smart team which grew up in the Mobile First world

MoEngage