Senior Manager, Customer Success

Back to jobs New Senior Manager, Customer Success Remote US Apply Now Who We Are Simpplr is the AI-powered platform that unifies the digital workplace – bringing together engagement, enablement, and services to transform the employee experience. It streamlines communication, simplifies interactions, automates workflows, and elevates the everyday experience of work. The platform is intuitive, highly extensible, and built to integrate seamlessly with your existing technology. More than 1,000 leading organizations – including AAA, the NHS, Penske, and Moderna – trust Simpplr to foster a more aligned and productive workforce. Headquartered in Silicon Valley with global offices, Simpplr is backed by Norwest Ventures, Sapphire Ventures, Salesforce Ventures, and Tola Capital. Learn more at  simpplr.com . The Opportunity As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced leader to manage our Enterprise CSM team.  In this role, you will help increase the maturity of this CSM team through long-term account planning, adoption, value realization, comprehensive analysis, etc. You will serve as a mentor and coach to your team to provide them guidance and support while also serving as an escalation point for customers. You are comfortable interacting with senior level executives (both internally and externally) and can navigate through an organization. You thrive in a fast paced environment. Your Job Responsibilities What you will be doing: 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 Your Skillset What makes you a great fit for the team: 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 Our job titles may span more than one career level. The starting base pay for this role is between $165k - $200k. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity and benefits. Simpplr is proud to be an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or genetics. General Benefits Statement:  Simpplr provides a competitive compensation package along with full health, vision and dental benefits. We believe in work-life integration and offer a flexible work environment. These benefits, coupled with an amazing team of individuals who believe in our mission and value openness, collaboration and teamwork, make Simpplr an incredible place to work. #LI-REMOTE Pay Range $165,000 - $200,000 USD Simpplr’s Hub-Hybrid-Remote Model: At Simpplr we believe that when work is good, life is better and that belief guides all we do. Including how we approach our flexible work model. Simpplr operates with a Hub-Hybrid-Remote model. This model is role-based with exceptions and provides employees with the flexibility that many have told us they want. Hub - 100% work from Simpplr office. Role requires Simpplifier to be in the office full-time. Hybrid -   Hybrid work from home and office. Role dictates the ability to work from home, plus benefit from in-person collaboration on a regular basis.  Remote - 100% remote. Role can be done anywhere within your country of hire, as long as the requirements of the role are met.  Create a Job Alert Interested in building your career at Simpplr? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill with MyGreenhouse First Name * Last Name * Email * Phone Country Phone Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website or Portfolio Link How did you hear about this job? * Are you legally authorized to work in the United States for our Company? * Select... Do you now, or will you in the future, require sponsorship for employment visa status (e.g., H-1B visa status, etc.) to work legally for our Company in the United States? * Select... Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Simpplr’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Select... Are you Hispanic/Latino? Select... Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Select... Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status Select... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. Submit application