Associate Director, Customer Success META

Location: Dubai,Dubai,United Arab Emirates

About MoEngage

MoEngageis a young, fast-paced workplace that fosters a culture of innovation, ownership, freedom, and fun while building tech products of the future. Our teams are comprised of self-driven, passionate, smart individuals from top-tier institutes who are young achievers.

Sitting at a conflux of diverse technologies like Artificial Intelligence, Big Data, Web & Mobile platforms, MoEngage technology analyses billions of data points generated by customers and their devices, to predict customer behaviour and build marketing campaigns that proactively engage users.

In just seven years since inception, MoEngage is working with leading brands across e-commerce, entertainment, travel, publishing and banking domains among others. With a global presence spanning 35 countries, MoEngage has offices in San Francisco,Singapore,Vietnam, Berlin, Jakarta, and Bengaluru.

We have been recognized asone of the 25 Highest Rated Private Cloud Computing Companies To Work Forin 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.

Our inclusion on this list highlights our ability to lead during a crisis and is a huge testimony to the people-driven culture we have.

Can 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 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 Overview:

As an Associate Director of Customer Success at MoEngage, you will be a key leader in our Customer Success organization 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.

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.

Qualifications:

• 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, 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.

Personal Attributes:

• 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!

Perks

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

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