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Simpplr · 1 day ago

Lead, Customer Success Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$120K/yr - $170K/yr

10+ years exp

Simpplr is an AI-powered platform that unifies the digital workplace, aiming to enhance the employee experience. They are seeking an experienced Lead Customer Success Manager to partner with customers, drive strategic initiatives, and ensure high levels of customer satisfaction throughout the customer lifecycle.

Artificial Intelligence (AI)CollaborationEnterprise SoftwareHuman ResourcesSoftware

Comp. & Benefits

Responsibilities

Manage complex Enterprise and Commercial client relationships throughout the post-sales customer lifecycle

Have an in-depth understanding of customers problems and environment to be able to address them and deliver customer value

Serve as a trusted advisor by building relationships across your portfolio of customers, engaging with customers regularly, managing escalations and conducting regular status calls and business reviews

Influence teams through high level of integrity and cross-functional collaboration and ability to bring alignment on complex issues

Drive user-level adoption of the platform throughout customer engagements to help maximize usage

Serve as the voice of the customer internally by advocating for their most significant challenges

Develop champions / evangelists to serve as references both internally and externally; identify candidates for case studies / other marketing efforts

Maintain high levels of customer engagement and satisfaction with a focus on value realization and customer loyalty

Develop and maintain a clear understanding of the organizational and leadership structure of customer organizations

Drive strategic initiatives for customers’ long-term intranet program by promoting best practices, understanding customer objectives and metrics

Assess the health of the account by tracking product adoption, building supporting success metrics and measurement, tying customer success to their business objectives, identifying risks, and preparing risk mitigation plans to avoid and minimize churn

Partner closely with Product team to translate business needs and product requirements into new solutions for customers

Lead initiatives with other teams to create or improve processes by identifying gaps and proactively put together new solutions

Work closely with cross-functional team to ensure potential business opportunities and product development opportunities are reported and maximized

Keep customers and internal people on schedule to deliver customer initiatives

Maintain comprehensive account notes

Qualification

Customer Success ManagementSaaS ExperienceBusiness AcumenEnterprise Account ManagementCSM Best PracticesCommunication SkillsOrganizational SkillsLeadership SkillsNegotiation SkillsCollaboration Skills