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Simpplr · 4 hours ago

Senior Manager, Customer Success

United States

Full-time

Remote

Senior Level

$165K/yr - $200K/yr

Simpplr is an AI-powered platform that unifies the digital workplace, enhancing employee experience through streamlined communication and automated workflows. They are seeking an experienced leader to manage their Enterprise Customer Success team, focusing on account planning, customer satisfaction, and team mentorship.

Artificial Intelligence (AI)CollaborationEnterprise SoftwareHuman ResourcesSoftware

Comp. & Benefits

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

Qualification

Customer Success ManagementStrategic PlanningTeam LeadershipData AnalysisOperational DashboardsCustomer Engagement LifecycleChange ManagementInterpersonal SkillsCommunication Skills

Required

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