Senior Customer Success Manager

Mozn

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