Senior Customer Success Manager

Overview

Own a portfolio of complex, strategic customers, partnering with them to achieve their business objectives, maximize the value of their investment in Simpplr, and build long-term successful partnerships.

What you'll do

• Develop and execute success plans aligned to customer business objectives and desired outcomes
• Drive adoption and measurable business value by helping customers maximize their investment in Simpplr
• Partner with customers to define success metrics, track progress, and demonstrate value realization throughout the customer lifecycle
• Navigate complex stakeholder environments and align business and technical teams around strategic objectives
• Serve as a trusted advisor to executive and senior business stakeholders
• Lead Executive Business Reviews (EBRs/QBRs) with executive stakeholders
• Present business value, adoption insights, strategic recommendations, and success plans to customer leadership teams
• Influence executive stakeholders by connecting Simpplr initiatives to broader business priorities and outcomes
• Anticipate customer needs and proactively identify opportunities to drive additional value
• Monitor customer health, engagement, and adoption trends to identify risks early
• Develop and execute mitigation plans to address risks before they impact customer outcomes
• Drive customer initiatives forward and coordinate stakeholders to ensure successful execution
• Partner closely with Sales, Product, Support, and Leadership teams to deliver exceptional customer outcomes
• Advocate for customer needs and provide actionable feedback to influence product and process improvements
• Coordinate internal resources and stakeholders to resolve customer challenges and drive strategic initiatives

What you'll need

• Bachelor's degree in Business Administration, Marketing, or a related field
• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS environment
• Proven experience managing complex, enterprise customers across either North America or 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 track record of driving customer retention, growth, and long-term partnerships
• Technically savvy with the ability to understand product capabilities, integrations, and customer use cases, and translate technical concepts into business value
• Highly proactive with a demonstrated ability to anticipate customer needs, identify risks and opportunities early, and drive actions to successful outcomes with minimal direction
• Excellent communication and presentation skills, with the ability to articulate complex concepts to both technical and non-technical audiences

Nice to have

• Master's degree

Details

• Location: India (Remote)
• Remote: role can be done anywhere within your country of hire, as long as the requirements of the role are met
• Portfolio covers customers across the US and EU market
• Benefits: competitive salary and performance-based incentives, comprehensive health benefits package, flexible work arrangements including remote options, professional development and career growth opportunities