Responsibilities:

• Managing the CSM team: setting tasks, monitoring work, employee development, conducting regular meetings, and monitoring KPI achievement. Building a team development system: 1:1s, individual development plans, training, competency assessment, and increasing CSM autonomy.
• Managing client base retention: reducing Churn, working with at-risk clients, analyzing churn reasons, and launching client retention initiatives. Building systematic churn prevention through Risk Radar, Action Plans, and result monitoring.
• Building and developing the customer journey: onboarding, regular touchpoints, monitoring client activity, developing MOZG product usage. Managing 30/60/90 day stages, Time-to-Value, and client Adoption growth.
• Managing Risk Radar: identifying clients at risk of churn, forming a Problem-Cause-Solution plan, and monitoring the implementation of the plan for each critical client.
• Analyzing client metrics: Churn, Retention, NRR, user activity, client base dynamics, reasons for cancellations and returns. Ability to link client metrics to business results and client economics.
• Organizing regular client meetings, business reviews, consultations, and other tools for developing MOZG's value for the client. Conducting QBR/EBR and management reviews based on data.
• Handling escalations and complex client situations, participating in negotiations with key clients.
• Developing CSM work standards, knowledge base, regulations, communication scenarios, and quality control tools.
• Collaborating with Sales, Support, Product, Financial Consulting, and other departments of the company. Building a unified client loop and ensuring quality task transfer between functions.
• Collecting client feedback and formulating proposals for product, service, and customer experience development.
• Automating CSM work using CRM, analytical tools, AI, and modern technologies.

Requirements:

• 3+ years of experience in Customer Success, Account Management, client service, or B2B client support. Experience managing a client-facing function in B2B products will be an advantage.
• 1+ year of team management experience.
• Practical experience with Churn, Retention, client risks, and client base development.
• Strong analytical skills: ability to work with metrics, client segmentation, and identify reasons for data changes.
• Ability to build systematic business processes and monitor their execution.
• Experience working with difficult clients, escalations, and client retention.
• Strong management and communication skills.
• Commercial mindset and understanding of CSM's impact on revenue retention and growth.
• Proficient in Excel / Google Sheets, CRM systems.
• Readiness to actively use AI tools and automation in daily work.
• Experience in SaaS, IT, analytical products, or the restaurant business will be an advantage. Operational management experience in the restaurant business is especially valued: manager, COO, head of department.

Conditions:

• A leadership position in MOZG's client development department.
• Opportunity to directly influence client strategy, CSM processes, and Churn metrics.
• Working with B2B clients in the restaurant business and company executives.
• Opportunity to develop your own team, implement new processes, analytics, and AI tools.
• Working in a team where results are evaluated not by the number of communications, but by retention, development, and real value for the client.
• Salary level to be discussed individually upon completion of the interview.