Customer Success Manager

MoEngage Inc.; Bengaluru; Sur place; INR 900 000 - 1 500 000; Plein temps

Résumé du poste

MoEngage Inc. is seeking an experienced Customer Success Manager to own post-launch activities for managed accounts in Bengaluru. You will resolve challenges, monitor usage, and identify opportunities to upsell MoEngage products, while delivering value through regular client check-ins and QBRs.

Key responsibilities include advocating feature adoption, planning with client marketing teams, and forecasting renewal risk and expansion. Strong communication across all levels is essential.

Qualifications

• Experience in customer success and account management.
• Previous experience in customer success for a SaaS company is a plus.
• SaaS and B2B experience is essential.
• Comfortable communicating with all levels from C-suite to individual contributors.
• 3+ years supporting customers with marketing technology solutions (email, push, SMS) and related disciplines.
• Excellent multitasking and project management skills.
• Exposure to Mobile App Technologies is a plus.

Responsabilités

• Act as the primary contact for all customer-facing activities post launch for managed accounts.
• Resolve day-to-day challenges in a timely and professional manner.
• Monitor client usage and identify upsell opportunities for MoEngage products.
• Conduct regular client check-ins and provide QBRs to demonstrate value.
• Develop and promote adoption of MoEngage features and solutions.
• Plan and consult client marketing teams on use cases and solutions.
• Forecast renewal risk and expansion within portfolios.
• Collaborate with internal teams to deliver technical guidance and best practices.

Connaissances

Customer success

Account management

SaaS experience

Stakeholder communication

Project management

Mobile app knowledge

Description du poste

About MoEngage

MoEngage 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.

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’s 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.

Roles and Responsibilities

• Act as the primary point of contact for all customer-facing activities post launch for managed accounts.
• Ensure their day-to-day challenges are resolved in a timely and professional manner.
• Actively monitor client usage and identify opportunities to upsell additional products and services
• Conduct regular client check-ins and provide QBRs to ensure clients are receiving value from our products and services
• Have a good understanding of MoEngage features
• Advocate new MoEngage features adoption as well as identify new opportunities where MoEngage products and technologies can better fit client's marketing strategy and technical stack
• Develop and implement client retention strategies to ensure long-term partnerships
• Conduct client satisfaction surveys and analyze feedback to improve the customer experience
• Plan and consult client marketing team on use cases and solutioning
• Relay trends to customers and anticipate customer needs
• Predict and forecast risk, renewal and expansion within customer portfolio
• Help customers achieve their objectives by working with MoEngage internal teams delivering timely technical guidance, enablement, and best practices materials
• Work with internal account teams to identify and resolve renewal risk, build strategies to drive further customer adoption
• Be the voice of the customer when engaging with internal teams

Requirements

• Experience in Customer success and account management
• Previous experience in Customer Success role for a SaaS company is a plus
• SaaS and B2B experience is a must
• Comfortable with communicating with all levels of team members internally and externally from C level executives to individual contributors
• 3+ years experience in supporting customers with marketing technology solutions (email, push, SMS) or closely related solutions with understanding of technical, product and marketing disciplines
• Excellent multitasking and project management skills
• Exposure to Mobile App Technologies is a plus

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.
Life@MoEngage
Tech@MoEngage
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.