Customer Success Manager

About Mozn

Mozn is an Enterprise AI company specializing in Financial Crime Prevention and Enterprise Knowledge Intelligence. The company focuses on building AI solutions that deliver business value, foster trust, and empower organizations with augmented intelligence. Mozn operates with a culture centered on the pursuit of excellence and meaningful impact.

The Role of Customer Success Manager

As a Customer Success Manager at Mozn, you will manage the complete customer journey for a portfolio of strategic accounts. This full-time position, located in Riyadh, Riyadh Province, requires 5-10 years of experience. The role involves accountability for customer health, adoption, satisfaction, and retention, alongside identifying growth opportunities in collaboration with the Sales team. Strategic thinking, stakeholder management, and proactive risk management are essential for success in this role. In line with Saudization requirements, Mozn is prioritizing Saudi national candidates for this position.

Key Responsibilities

• Manage customer relationships from post-signature through adoption, growth, and maturity phases.
• Serve as the primary operational point of contact for assigned customers.
• Develop and implement 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 such as TTFV, usage, health score, CSAT, and NPS.
• Proactively identify churn risks and develop mitigation plans.
• Escalate issues in a structured and timely manner to ensure resolution.
• Ensure no-surprise renewals through early risk visibility and management.
• Drive consistent and deep adoption of FOCAL within the contracted scope.
• Support customers in optimizing workflows and configurations.
• Guide customers toward advanced use cases and best practices.
• Identify and document expansion, upsell, or cross-sell opportunities.
• Partner with the Sales team to position growth opportunities effectively.
• Contribute to case studies, references, and advocacy initiatives.
• Mentor Junior CSMs and assist in onboarding new team members.
• Provide feedback on processes, tooling, and customer experience improvements.

Success Indicators

Performance in this role will be measured by several indicators, including maintaining a majority of the portfolio in a consistently Green health status, achieving strong CSAT and NPS performance across owned accounts, reducing churn risk through effective escalation management, and generating documented expansion opportunities from the customer base. Positive feedback from both customers and internal stakeholders is also a key indicator of success.

Required Experience and Skills

Candidates should possess 5-10 years of experience in a relevant field. The role requires strong strategic thinking, effective stakeholder management, and the ability to proactively manage risk and value realization in complex customer environments. A structured and proactive approach to Customer Success is essential.