Simpplr

Senior Manager, Customer Success

Simpplr

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $165,000 - $200,000 per year

Job Level

Senior

About the role

  • Lead the Enterprise Customer Success team of approximately 5 to 8 CSMs
  • Provide mentorship and coaching to team to drive results
  • Assist Customer Success leadership with strategic planning, development including headcount, compensation, segmentation, metrics, and targets.
  • Leverage executive analysis of customer health to drive satisfaction, adoption, retention, and reduce churn
  • Consult, direct and assist on the design of the overall CSM Practice: Playbook Design, Process, Data Analysis, Executive Engagement etc.
  • Align with organizational and corporate objectives; develop and execute on an action plans to ensure growth and profitability
  • Design and launch programs to improve customer experience and operational efficiency
  • Partner with the implementation team to optimize a seamless customer launch experience
  • Ensure long-term customer account plans include maturity assessments, executive engagement, customer metrics, etc.
  • Partner with Marketing for Customer Advocacy efforts
  • Create actions plans for at-risk scenarios
  • Manage account planning and account mapping strategies for enterprise accounts
  • Establish, maintain and grow executive relationships at all enterprise accounts
  • Partner with Product, Engineering and Implementation teams to ensure the customer voice is heard and considered in our product roadmap
  • Drive positive NPS across all of your reports and their customers

Requirements

  • Experience in a startup, high growth environments, and comfort with rapid change
  • Already acting at a Senior Manager level, setting strategy and direction for a mission critical organization
  • Oversaw the customer engagement lifecycle to proactively drive extraordinary customer experiences and ensure ongoing client satisfaction and retention
  • Led, motivated and developed a team of Enterprise CSMs who drive business value with customers
  • Successfully worked with key business partners in Finance, Sales Operations, IT and Product on joint strategy and execution in support of Customer Success and value objectives.
  • Thrived in managed change, and seek to push beyond the status-quo, seeking ways and means to drive outcomes and insights
  • Excellent communication, organization, self-sufficient operational, and time management skills
  • Outstanding interpersonal skills and can quickly build strong partnerships cross-functionally
  • Able to move forward and deliver results in changing environments
  • Experienced in generating operational dashboards that measure KPIs; experience with customer success systems and tools
  • Know how to have fun
Benefits
  • full health, vision and dental benefits
  • flexible work environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysiscustomer engagement lifecyclecustomer metricsaccount planningaccount mappingprogram designoperational efficiencycustomer success strategyNPS measurementplaybook design
Soft skills
mentorshipcoachingcommunicationorganizationtime managementinterpersonal skillsstrategic planningleadershipadaptabilitycollaboration