Senior 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, build trust, and empower organizations with augmented intelligence. Mozn fosters a collaborative environment driven by the pursuit of excellence and meaningful impact.

The Role of Senior Customer Success Manager

As a Senior Customer Success Manager at Mozn, you will manage the complete customer journey for a portfolio of strategic accounts. This full-time role involves accountability for customer health, adoption, satisfaction, and retention, alongside identifying growth opportunities in collaboration with the Sales team. The position requires strong strategic thinking, effective stakeholder management, and the ability to proactively manage risk and ensure value realization within complex customer environments. In alignment with Saudization requirements, priority will be given to Saudi national candidates for this position.

Key Responsibilities

• Own the customer relationship from post-signature through adoption, growth, and maturity phases.
• 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).
• Proactively identify churn risks and define mitigation plans.
• Escalate issues in a structured and timely manner.
• Ensure no-surprise renewals through early risk visibility.
• Drive consistent and deep adoption of FOCAL within 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 Sales to position growth opportunities effectively.
• Contribute to case studies, references, and advocacy initiatives.
• Mentor Junior CSMs and contribute to onboarding new team members.
• Provide feedback on processes, tooling, and customer experience improvements.
• Act as a role model for structured, proactive Customer Success.

Required Experience and Qualifications

Candidates should have 5-10 years of relevant experience. The role requires a track record of achieving specific outcomes:

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

Application Process

Mozn is seeking professionals who are passionate about working with world-class AI and desire autonomy to perform their best work. Salary information for this position will be disclosed during the interview process.