Senior Customer Success Manager

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

📋 Description

• Manage a portfolio of intricate, strategic customers

• Create and implement success plans that align with customer business goals and desired outcomes

• Promote adoption and measurable business value from Simpplr investments

• Establish success metrics, monitor progress, and showcase value realization throughout the customer lifecycle

• Navigate complex stakeholder environments and align both business and technical teams

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

• Facilitate Executive Business Reviews and Quarterly Business Reviews

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

• Anticipate customer needs and pinpoint opportunities to generate additional value

• Track customer health, engagement, and adoption trends while developing mitigation plans for risks

• Coordinate stakeholders and internal resources to implement customer initiatives and address challenges

• Collaborate with Sales, Product, Support, and Leadership teams

• Advocate for customer needs and offer actionable feedback for product and process enhancements

⛳️ Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree is preferred

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

• Demonstrated experience managing complex, enterprise customers across North America or the 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 proven history of driving customer retention, growth, and long-term partnerships

• Technically proficient with the ability to grasp product capabilities, integrations, and customer use cases, translating technical concepts into business value

• Highly proactive, with a proven track record of anticipating customer needs, identifying risks and opportunities early, and driving actions to successful outcomes with minimal guidance

• Exceptional communication and presentation skills, capable of conveying 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