Senior Director, Customer Success

Summary

Join Simpplr's growing team as a Global Customer Success Management (CSM) team leader, reporting to the SVP of Customer Experience. You will define and implement the global customer success strategy, driving retention, reducing churn, and accelerating product adoption. Lead and scale a world-class customer success organization, working with the executive team on strategic planning. Manage a global team, mentor and develop talent, and foster a high-performance culture. You will also manage key enterprise accounts, build executive relationships, and gather customer feedback to influence product development. Finally, you will monitor customer health metrics, develop action plans for at-risk accounts, and report regularly to executive leadership.

Requirements

• Experience in a startup, high-growth environments, and comfort with rapid change
• 10+ years of experience in customer success, account management or post-sales with at least 5 years of experience in a global leadership role at a SaaS company
• Results driven leader with a proven track record of delivering customer and business outcomes including improved retention, adoption and upsell / expansion
• Experience working with a diverse customer base (Enterprise, Commercial, SMB) across multiple geographies
• Demonstrated ability to build and scale teams, develop talent, and foster a high-performance, customer-centric culture
• Strong analytical and data-driven decision-making skills, with expertise in customer health monitoring and reporting
• Deep understanding of SaaS business models, customer lifecycle management, and success metrics
• Strong communication, executive presence and stakeholder management skills
• Proven record of building strong executive relationships at enterprise customers
• Strategic thinker who can roll-up their sleeves and execute in a fast paced environment
• Outstanding interpersonal skills and can quickly build strong partnerships cross-functionally
• Experience with Customer Success tools (e.g., Gainsight) and CRM platforms
• Operational rigor and systems thinking across the customer lifecycle, with a passion for process improvement and efficiency

Responsibilities

• Define and implement a global customer success vision and strategy aligned with company goals to drive retention, reduce churn and accelerate product adoption across all customer segments
• Drive measurable improvements in Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Build, lead, and scale a world-class customer success organization across regions
• Work with the executive team and own strategic planning for CS function, including headcount, compensation, segmentation, metrics, and targets
• Serve as the voice of the customer in strategic discussions with executive leadership
• Manage a global team of Customer Success Managers covering all customer segments including Enterprise, Commercial, SMB
• Recruit, mentor, develop and retain top talent in the global customer success team across all segments
• Foster a high-performance culture with clear KPIs, accountability, and a focus on results
• Orchestra end-to-end customer journey working working closely with the Professional Services, Technical Support and Account Management teams
• Partner with the implementation team to optimize a seamless customer launch experience
• Manage key enterprise accounts, developing tailored success strategies
• Establish, maintain, and grow executive relationships at all enterprise accounts by engaging with key customer executives and stakeholders
• Systematically gather and share customer feedback with Product and Engineering to influence the roadmap
• Monitor and analyze customer health metrics and proactively identify risks. Develop action plans for at-risk accounts and drive execution to mitigate risk
• Develop scalable playbooks, success plans, and health score frameworks
• Own and manage forecast and reporting processes for renewals, churn and expansion
• Report regularly to executive leadership on customer outcomes, team performance, and strategic initiatives
• Drive development and execution of Digital Customer Success
• Implement and optimize customer success processes, leveraging technology, tools and data to drive operational efficiency and scalability
• Build strong cross-functional partnerships with Sales, Product, Professional Services, Technical Support and Marketing, to deliver a seamless customer experience
• Partner with Marketing for Customer Advocacy efforts

Benefits

• Full health, vision and dental benefits
• Flexible work environment
• Bonus
• Equity