Strategic Enterprise CSM: Adoption, Retention & Growth

Mozn Ai; Riyadh; On-site; SAR 240,000 - 420,000; Full time

Benefits offered by this job

Competitive compensation

Top-tier health insurance

Dynamic workplace

Autonomy to shape customer outcomes

Job summary

Mozn AI is seeking a Senior Customer Success Manager to own the end-to-end journey for strategic accounts in the Saudi market. You will ensure customer health, adoption, satisfaction, and retention, while identifying growth opportunities with Sales.

The role demands strategic thinking, stakeholder management, and proactive risk and value realization across complex environments. In line with Saudization, Saudi national candidates are prioritized.

Qualifications

• 5–8+ years of experience in Customer Success or strategic account management.
• Experience managing enterprise or regulated customers.
• Strong stakeholder management and executive communication skills.
• Proven ability to manage risk, adoption, and customer outcomes.
• Advanced experience with Salesforce and CS tooling.

Responsibilities

• Own the customer relationship from post-signature through adoption, growth, and maturity.
• Serve as the primary operational point of contact for customers.
• Develop and execute customer success plans aligned with business and regulatory objectives.
• Lead cadence calls, health reviews, and Executive Business Reviews.
• Monitor and manage customer health using defined KPIs (TTFV, usage, health score, CSAT, NPS).
• Identify churn risks and define mitigation plans.
• Escalate issues in a structured and timely manner.
• Ensure no surprise renewals through early risk visibility.
• Drive adoption of FOCAL within contracted scope.
• Guide customers toward advanced use cases and best practices.
• Identify expansion opportunities and partner with Sales.

Skills

Customer Success

Strategic Account Management

Executive Communication

Stakeholder Management

Risk Management

Forecasting & Health Metrics

Salesforce

Tools

Salesforce

Job description

Mozn AI is seeking a Senior Customer Success Manager to own the end-to-end journey for strategic accounts in the Saudi market. You will ensure customer health, adoption, satisfaction, and retention, while identifying growth opportunities with Sales.

The role demands strategic thinking, stakeholder management, and proactive risk and value realization across complex environments. In line with Saudization, Saudi national candidates are prioritized.