Senior Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Manage a portfolio of intricate, strategic clients and collaborate with them to fulfill their business goals, enhance the value of their investment in Simpplr, and cultivate enduring successful partnerships.

• Formulate and implement success strategies that are aligned with customer business objectives and anticipated outcomes.

• Promote adoption and tangible business value by assisting customers in maximizing their investment in Simpplr.

• Collaborate with clients to establish success metrics, monitor progress, and illustrate value realization throughout the customer lifecycle.

• Act as a trusted advisor to executive and senior business stakeholders.

• Facilitate Executive Business Reviews (EBRs/QBRs) with executive stakeholders.

• Convey business value, adoption insights, strategic recommendations, and success plans to customer leadership teams.

• Foresee customer needs and proactively pinpoint opportunities to generate additional value.

• Track customer health, engagement, and adoption trends to quickly identify potential risks.

• Create and implement mitigation strategies to address risks before they affect customer outcomes.

• Collaborate closely with Sales, Product, Support, and Leadership teams to ensure outstanding customer results.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Marketing, or a related discipline; a Master’s degree is preferable.

• Over 5 years of experience in Customer Success, Account Management, or a similar customer-facing role within a B2B SaaS setting.

• Demonstrated experience managing intricate, enterprise clients across North America or the EU region.

• Experience in leading Executive Business Reviews (EBRs/QBRs) and presenting business value, strategic recommendations, and success plans to executive stakeholders.

• Strong commercial insight with a history of enhancing customer retention, growth, and long-term partnerships.

• Technically adept with the capability to grasp product functionalities, integrations, and customer use cases, and to translate technical ideas into business value.

• Highly proactive with a proven ability to foresee customer needs, detect risks and opportunities early, and drive initiatives to successful outcomes with minimal guidance.

• Exceptional communication and presentation skills, capable of articulating complex concepts to both technical and non-technical audiences.

🏝️ Benefits

• Competitive salary along with performance-based incentives.

• Extensive health benefits package.

• Flexible work arrangements, including options for remote work.

• Opportunities for professional development and career advancement.

• A dynamic and collaborative work atmosphere that emphasizes innovation and creativity.