Associate Director, Customer Success META

MoEngage; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading customer engagement platform in Dubai seeks an Associate Director of Customer Success. You will lead a team focused on driving customer satisfaction and success across the META region. Ideal candidates will have 10+ years in customer success within the SaaS industry, experience leading teams, and a strong understanding of customer relationship management. The company values analytical skills, effective communication, and a customer-obsessed mindset. Join us and contribute to our growth!

Benefits

Exposure to global brands

Dynamic work environment

Opportunities for professional growth

Qualifications

• 10+ years in Customer Success or Account Management within SaaS.
• Proven experience leading Customer Success Managers.
• Fluency in English is required.

Responsibilities

• Lead and mentor Customer Success Managers.
• Develop customer success strategies aligned with company objectives.
• Build relationships with senior stakeholders.

Skills

Team Leadership

Customer Relationship Management

Analytical Skills

Communication Skills

Customer Success Strategies

Education

Bachelor's degree in Business, Marketing, Technology

Master's degree (preferred)

Tools

CRM tools

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.

MoEngage Analytics arms marketers and product owners with insights into customer behavior. Brands can leverage MoEngage Personalize to orchestrate journeys and build 1:1 conversations across the website, mobile, email, social and messaging channels. MoEngage Inform the transactional messaging infrastructure helps unify promotional and transactional communication to a single platform for better insights and lower costs. MoEngage AI Suite 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.

About the role

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.

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!

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