Senior Manager, Customer Success

Simpplr

2d • $165,000 - $200,000 • Remote

About The Position

As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced leader to manage our Enterprise CSM team. In this role, you will help increase the maturity of this CSM team through long-term account planning, adoption, value realization, comprehensive analysis, etc. You will serve as a mentor and coach to your team to provide them guidance and support while also serving as an escalation point for customers. You are comfortable interacting with senior level executives (both internally and externally) and can navigate through an organization. You thrive in a fast paced environment.

Requirements

• Experience in a startup, high growth environments, and comfort with rapid change
• Already acting at a Senior Manager level, setting strategy and direction for a mission critical organization
• Oversaw the customer engagement lifecycle to proactively drive extraordinary customer experiences and ensure ongoing client satisfaction and retention
• Led, motivated and developed a team of Enterprise CSMs who drive business value with customers
• Successfully worked with key business partners in Finance, Sales Operations, IT and Product on joint strategy and execution in support of Customer Success and value objectives.
• Thrived in managed change, and seek to push beyond the status-quo, seeking ways and means to drive outcomes and insights
• Excellent communication, organization, self-sufficient operational, and time management skills
• Outstanding interpersonal skills and can quickly build strong partnerships cross-functionally
• Able to move forward and deliver results in changing environments
• Experienced in generating operational dashboards that measure KPIs; experience with customer success systems and tools
• Know how to have fun

Responsibilities

• Lead the Enterprise Customer Success team of approximately 5 to 8 CSMs
• Provide mentorship and coaching to team to drive results
• Assist Customer Success leadership with strategic planning, development including headcount, compensation, segmentation, metrics, and targets.
• Leverage executive analysis of customer health to drive satisfaction, adoption, retention, and reduce churn
• Consult, direct and assist on the design of the overall CSM Practice: Playbook Design, Process, Data Analysis, Executive Engagement etc.
• Align with organizational and corporate objectives; develop and execute on an action plans to ensure growth and profitability
• Design and launch programs to improve customer experience and operational efficiency
• Partner with the implementation team to optimize a seamless customer launch experience
• Ensure long-term customer account plans include maturity assessments, executive engagement, customer metrics, etc.
• Partner with Marketing for Customer Advocacy efforts
• Create actions plans for at-risk scenarios
• Manage account planning and account mapping strategies for enterprise accounts
• Establish, maintain and grow executive relationships at all enterprise accounts
• Partner with Product, Engineering and Implementation teams to ensure the customer voice is heard and considered in our product roadmap
• Drive positive NPS across all of your reports and their customers

Benefits

• Simpplr provides a competitive compensation package along with full health, vision and dental benefits.
• We believe in work-life integration and offer a flexible work environment.
• These benefits, coupled with an amazing team of individuals who believe in our mission and value openness, collaboration and teamwork, make Simpplr an incredible place to work.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees