Customer Success Manager

About Mozn MOZN is a leading Enterprise AI company enabling organizations to make informed decisions in two critical domains: Financial Crime Prevention and Enterprise Knowledge Intelligence.    We’re a diverse, collaborative team of innovators united by a shared purpose: to build AI that delivers tangible business value, builds trust, and empowers people and organizations with augmented intelligence. Our culture is built on the relentless pursuit of excellence and meaningful impact.    If you’re passionate about working alongside exceptional talent on world-class AI, and you want the autonomy and runway to do the best work of your career, join us in shaping the future of intelligent enterprises. About the role As a Customer Success Manager at MOZN, you will own the end-to-end customer journey for a portfolio of strategic and high-impact accounts. You will be accountable for customer health, adoption, satisfaction, and retention, while identifying growth opportunities in close collaboration with Sales.  This role requires strong strategic thinking, stakeholder management, and the ability to proactively manage risk and value realization across complex customer environments.  Please note that, in line with Saudization requirements, this position is open to Saudi nationals only. What you'll do Strategic Customer Ownership  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     Customer Health, Risk & Retention  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     Adoption & Value Realization  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     Growth & Expansion Signals  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     Leadership & Mentorship  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     Success Indicators  Majority of portfolio consistently Green in health status  Strong CSAT and NPS performance across owned accounts  Reduced churn risk and effective escalation management  Documented expansion opportunities generated from the customer base  Positive feedback from customers and internal stakeholders Qualifications 5–8+ years of experience in Customer Success or strategic account management Experience managing complex, 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  Benefits You will be at the forefront of an exciting time for the Middle East, joining a high-growth rocket-ship in an exciting space.  You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.  The fundamentals will be taken care of: competitive compensation, top-tier health insurance, and an enabling culture so that you can focus on what you do best  You will enjoy a fun and dynamic workplace working alongside some of the greatest minds in AI.  We believe strength lies in difference, embracing all for who they are and empowered to be the best version of themselves. Locations: Riyadh, Saudi Arabia