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Simpplr

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3.2

based on 41 Reviews

11 Simpplr Jobs

Senior Customer Success Manager

Simpplr Software India Pvt. Ltd.

3.2

based on 41 Reviews

4-8 years

Remote

1 vacancy

Senior Customer Success Manager

Simpplr

posted 14d ago

Job Role Insights

Flexible timing

Key skills for the job

Salesforce Product Management Key Account Management Employee Engagement Customer Retention Customer Satisfaction

+ 2 more

Job Description

Client Relationship Management:

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.

Strategic Account Management:

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.

Account Health Assessment and Risk Mitigation:

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.

Customer Advocacy:

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.

Performance Monitoring and Reporting:

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.

Team Leadership and Mentoring:

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.

Qualifications:

Bachelors degree in Business Administration, Marketing, or a related field; Masters 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.

Employment Type: Full Time, Permanent

Read full job description

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