Senior Customer Success Manager

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Simpplr

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

SaaS • Enterprise • Artificial Intelligence

Simpplr is an AI-powered employee experience platform providing a comprehensive suite of intranet solutions. More than just an intranet, Simpplr aims to enhance workforce engagement and communication through features like AI assistants, enterprise search, personalized content delivery, and analytics. It caters to human resources, internal communication, and information technology teams by offering tools for employee communication, onboarding, recognition, and engagement. Simpplr is trusted by over 1000 organizations worldwide, standing out for its ease of use and innovative features. Recognized as a leader in Gartner Magic Quadrant for Intranet Packaged Solutions, Simpplr contributes to creating vibrant, connected workplaces and enhances employee experiences through personalized and automated solutions.

📋 Description

• Own a portfolio of complex, strategic customers and partner with them to achieve their business objectives, maximize the value of their investment in Simpplr, and build long-term successful partnerships. • Develop and execute success plans aligned to customer business objectives and desired outcomes. • Drive adoption and measurable business value by helping customers maximize their investment in Simpplr. • Partner with customers to define success metrics, track progress, and demonstrate value realization throughout the customer lifecycle. • Serve as a trusted advisor to executive and senior business stakeholders. • Lead Executive Business Reviews (EBRs/QBRs) with executive stakeholders. • Present business value, adoption insights, strategic recommendations, and success plans to customer leadership teams. • Anticipate customer needs and proactively identify opportunities to drive additional value. • Monitor customer health, engagement, and adoption trends to identify risks early. • Develop and execute mitigation plans to address risks before they impact customer outcomes. • Partner closely with Sales, Product, Support, and Leadership teams to deliver exceptional customer outcomes.

🎯 Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field. Master's degree preferred. • 5+ years of experience in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS environment. • Proven experience managing complex, enterprise customers across either North America or EU Region. • Experience leading Executive Business Reviews (EBRs/QBRs) and presenting business value, strategic recommendations, and success plans to executive stakeholders. • Strong commercial acumen with a track record of driving customer retention, growth, and long-term partnerships. • Technically savvy with the ability to understand product capabilities, integrations, and customer use cases, and translate technical concepts into business value. • Highly proactive with a demonstrated ability to anticipate customer needs, identify risks and opportunities early, and drive actions to successful outcomes with minimal direction. • Excellent communication and presentation skills, with the ability to articulate complex concepts to both technical and non-technical audiences.

🏖️ Benefits

• Competitive salary and performance-based incentives. • Comprehensive health benefits package. • Flexible work arrangements, including remote options. • Opportunities for professional development and career growth. • Dynamic and collaborative work environment with a focus on innovation and creativity.