Customer Success Manager

About Mozn

Mozn is an Enterprise AI company focused on enabling informed decisions in Financial Crime Prevention and Enterprise Knowledge Intelligence. The company comprises a diverse team dedicated to building AI solutions that deliver business value, foster trust, and empower organizations through augmented intelligence. Mozn emphasizes a culture of excellence and impact.

About the Role

As a Customer Success Manager at Mozn, you will manage the complete customer journey for a portfolio of strategic accounts. This role involves accountability for customer health, adoption, satisfaction, and retention, alongside identifying growth opportunities in collaboration with the Sales team. The position requires strategic thinking, stakeholder management, and the ability to proactively manage risk and ensure value realization in complex customer environments. In line with Saudization requirements, Saudi national candidates are currently prioritized for this position. The role is full-time and requires 5-10 years of experience.

Key Responsibilities

• Strategic Customer Ownership: Own customer relationships from post-signature through adoption, growth, and maturity. Serve as the primary operational contact and develop customer success plans aligned with business and regulatory objectives. Lead cadence calls, health reviews, and Executive Business Reviews.
• Customer Health, Risk & Retention: Monitor and manage customer health using KPIs such as TTFV, usage, health score, CSAT, and NPS. Proactively identify churn risks and define mitigation plans. Escalate issues in a structured and timely manner and ensure no-surprise renewals through early risk visibility.
• Adoption & Value Realization: Drive consistent and deep adoption of FOCAL within contracted scope. Support customers in optimizing workflows and configurations, and guide them toward advanced use cases and best practices.
• Growth & Expansion Signals: Identify and document expansion, upsell, or cross-sell opportunities. Partner with Sales to position growth opportunities effectively and contribute to case studies, references, and advocacy initiatives.
• Leadership & Mentorship: Mentor Junior CSMs and contribute to onboarding new team members. Provide feedback on processes, tooling, and customer experience improvements, acting as a role model for structured, proactive Customer Success.

Performance Indicators

• Maintaining a majority of the portfolio with a consistently Green health status.
• Achieving strong CSAT and NPS performance across owned accounts.
• Demonstrating reduced churn risk and effective escalation management.
• Generating documented expansion opportunities from the customer base.
• Receiving positive feedback from both customers and internal stakeholders.

Benefits and Work Environment

Joining Mozn places you within a high-growth company in the Middle East's AI sector. The role offers significant responsibility and trust, allowing for autonomy in executing functions. Mozn provides competitive compensation, top-tier health insurance, and a supportive culture designed to enable employees to focus on their strengths. The workplace is dynamic, fostering collaboration among professionals in AI, and values diversity and individual empowerment.