Customer Success Manager

About MoonTech

MoonTech is an agentic AI company for creator commerce built for guaranteed conversions, not promises Operating as an autonomous closed-loop system, MoonTech replaces legacy platform tools and superficial metrics (like reach and impressions) with a crew of 7 specialized AI agents (Moon AI) that manage the full campaign lifecycle from client brief and creator matching to live execution, real-time ad optimization, and verified sales attribution

Role Overview

As a Customer Success Manager at MoonTech, you’ll own our largest and most strategic enterprise account end-to-end: a leading regional luxury e-commerce brand. You’ll own the relationship commercially, operationally, and strategically. That includes running campaign operations and billing with precision, growing account revenue, and building trusted relationships with the client’s senior leadership. You’ll also partner with Product to move the client from an agency-style model to a product-led experience. This is not a support or execution-only role.

Responsibilities

Account Ownership & Relationships

• Own the account end-to-end: manage a strategic enterprise account from account planning to long-term revenue growth.

• Build senior relationships: develop trusted relationships up to VP and C-level, and lead regular check-ins and business reviews.

Campaign & Influencer Operations

• Run day-to-day operations: manage codes, content approvals, review cycles, posting schedules, and go-live dates.

• Handle last-minute changes: adapt quickly and keep campaigns on track when plans shift.

Billing & Contract Management

• Own the monthly billing cycle: run validation, close month-end files, and raise invoices on time.

• Track payments and enforce terms: follow up on payments and make sure contract terms are applied.

Performance & Reporting

• Report performance: track results by coupon, channel, and creator.

• Monitor spend: follow budget pacing, revenue, and commission spend, keeping performance-based and fixed-fee influencers separate.

• Diagnose and recommend: identify issues and anomalies and give clear, actionable recommendations.

Negotiations & Escalations

• Lead commercial discussions: handle negotiations, disputes, and escalations with confidence, backed by a full paper trail and contractual anchors.

• Use sound judgment: know when to resolve issues independently and when to escalate.

Product & Cross-Functional Leadership

• Turn pain points into solutions: partner with Product to convert account challenges into scalable requirements and automation, following through until solutions are live and adopted by the client.

• Drive alignment: lead cross-functional work across Product, Influencer, BI, Operations, and Finance.

• Coach a successor: mentor a designated account owner-in-training.

Qualifications

• 5–7 years of total experience, including 3+ years owning large enterprise accounts end-to-end in Account Management or Customer Success.

• A proven track record of growing revenue within accounts, beyond retaining them.

• A background in e-commerce, performance marketing, influencer marketing, affiliate, or agency + product environments.

• Experience with SaaS or tech platforms, including client onboarding, adoption, and retention.

• Experience maintaining regular working relationships with Director and C-suite client stakeholders, and the confidence to negotiate, challenge, and push back.

• Strong analytical skills: you read dashboards, spot anomalies, and connect data to commercial outcomes.

• Strong execution discipline, with a history of measurable outcomes and proactive, responsive communication.

• You thrive in ambiguity and fast-paced startup environments, make decisions with incomplete data, and operate with minimal supervision.

• Based in Dubai, with an understanding of the regional luxury and premium e-commerce market.