Mozn
Customer Success Manager
- Permanent
- Riyadh, Saudi Arabia
- Experience 5 - 10 yrs
Job expiry date: 19/04/2026
Job overview
Date posted
05/03/2026
Location
Riyadh, Saudi Arabia
Salary
SAR 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
19/04/2026
Job description
The Customer Success Manager at MOZN is responsible for owning the end-to-end customer journey for a portfolio of strategic and high-impact enterprise accounts within the Enterprise AI domain, particularly across Financial Crime Prevention and Enterprise Knowledge Intelligence solutions. This role focuses on driving customer health, adoption, satisfaction, retention, and long-term value realization while identifying expansion opportunities in collaboration with Sales. The position requires strong strategic account management, executive communication, and stakeholder management skills to navigate complex and regulated customer environments. The Customer Success Manager will monitor KPIs such as TTFV, usage metrics, health scores, CSAT, and NPS, proactively mitigate churn risk, and ensure structured renewal management with no surprises. Additionally, the role involves leading Executive Business Reviews, optimizing customer workflows, guiding adoption of advanced use cases, mentoring junior CSMs, and contributing to process and tooling improvements. Advanced experience with Salesforce and customer success tooling is required to ensure accurate reporting, risk visibility, and growth tracking across the portfolio.
Required skills
Key responsibilities
- Own the full customer lifecycle from post-signature onboarding through adoption, maturity, renewal management, and expansion across strategic enterprise accounts
- Develop and execute structured customer success plans aligned with customer business goals and regulatory requirements
- Lead cadence calls, health reviews, and Executive Business Reviews while serving as the primary operational point of contact for stakeholders
- Monitor and manage customer health using defined KPIs including TTFV, usage metrics, health score, CSAT, and NPS, and proactively mitigate churn risk
- Drive adoption strategy and value realization by optimizing workflows, configurations, and promoting advanced use cases within contracted scope
- Identify upsell and cross-sell identification signals and collaborate with Sales to execute expansion strategy initiatives
- Escalate risks and issues in a timely and structured manner to ensure effective resolution and no-surprise renewals
- Mentor Junior CSMs, contribute to onboarding efforts, and provide feedback on processes, customer experience improvements, and customer success tooling
Experience & skills
- Demonstrate 5–8+ years of experience in Customer Success Management or strategic account management within enterprise environments
- Show proven experience managing complex, enterprise, or regulated industry customers with measurable outcomes in retention and growth
- Exhibit strong stakeholder management and executive communication skills across technical and business audiences
- Demonstrate ability to monitor customer health, manage churn risk mitigation strategies, and drive measurable adoption and value realization
- Possess advanced hands-on experience with Salesforce and customer success tooling for KPI tracking and reporting
- Demonstrate experience conducting Executive Business Reviews and managing structured renewal management processes
- Show ability to identify expansion strategy opportunities including upsell and cross-sell identification in collaboration with Sales
- Exhibit leadership capabilities including mentorship of junior team members and contribution to process and operational improvements