Senior Customer Success Manager

Summary

Join Simpplr as a Senior Customer Success Manager and ensure customer success and satisfaction by building strong relationships with SMB and Commercial clients. Develop and implement strategic account plans, proactively engage with clients to understand their needs, and provide strategic guidance. Act as the primary point of contact for escalations and issue resolution. Assess account health, identify risks, and develop mitigation plans. Champion the voice of the customer, advocating for product enhancements. Track and analyze key performance metrics, generating reports for stakeholders. Provide guidance and mentorship to junior team members. This role requires proven experience in customer success or account management within a B2B SaaS environment. Simpplr offers a competitive salary, comprehensive health benefits, flexible work arrangements, and opportunities for professional development.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred
• Proven experience (5+ years) in a customer success or account management role in a B2B SaaS environment (this is a must)
• Demonstrated track record of managing complex client relationships and driving customer success initiatives
• Strong analytical skills with the ability to interpret data and trends to inform decision-making
• Excellent communication and presentation skills, with the ability to effectively articulate complex concepts to both technical and non-technical audiences
• Strategic thinker with a proactive and solution-oriented approach to problem-solving
• Team player with strong leadership abilities and a passion for mentoring and developing others

Responsibilities

• Build and maintain strong relationships with key clients, serving as their trusted advisor
• Proactively engage with clients to understand their business objectives and challenges
• Act as the primary point of contact for escalations and issue resolution, ensuring timely and effective resolution of client concerns
• Develop and implement strategic account plans to drive customer success and maximize value for both the client and the company
• Identify opportunities for upselling and cross-selling additional products or services to existing clients
• Collaborate with internal teams, including sales, product management, and support, to align strategies and ensure seamless delivery of solutions to clients
• Assess the health of client accounts by tracking product adoption and usage patterns
• Identify potential risks to customer satisfaction and retention
• Develop and implement risk mitigation plans to proactively address issues and minimize churn
• Collaborate with internal teams to ensure the timely resolution of any identified risks or challenges impacting customer success
• Champion the voice of the customer within the organization, advocating for enhancements to products or processes based on client feedback and insights
• Work closely with the product development team to prioritize feature requests and enhancements that align with customer needs and objectives
• Track and analyze key performance metrics related to customer satisfaction, retention, and expansion
• Generate regular reports and presentations to communicate VoC, performance trends, opportunities, and challenges to internal stakeholders and senior management
• Provide guidance and mentorship to junior members of the customer success team, helping them develop their skills and achieve their goals
• Foster a collaborative and supportive team environment, encouraging knowledge sharing and best practices

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