Senior Customer Success Manager
Tremendous$180,000 - $220,000/year
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, Software, SaaSIndustries
Requirements
- 10+ years experience in customer success management (or related experience)
- SaaS and startup company experience
Responsibilities
- Manage complex Enterprise and Commercial client relationships throughout the post-sales customer lifecycle
- Have an in-depth understanding of customers problems and environment to be able to address them and deliver customer value
- Serve as a trusted advisor by building relationships across your portfolio of customers, engaging with customers regularly, managing escalations and conducting regular status calls and business reviews
- Influence teams through high level of integrity and cross-functional collaboration and ability to bring alignment on complex issues
- Drive user-level adoption of the platform throughout customer engagements to help maximize usage
- Serve as the voice of the customer internally by advocating for their most significant challenges
- Develop champions / evangelists to serve as references both internally and externally; identify candidates for case studies / other marketing efforts
- Maintain high levels of customer engagement and satisfaction with a focus on value realization and customer loyalty
- Develop and maintain a clear understanding of the organizational and leadership structure of customer organizations
- Drive strategic initiatives for customers’ long-term intranet program by promoting best practices, understanding customer objectives and metrics
- Assess the health of the account by tracking product adoption, building supporting success metrics and measurement, tying customer success to their business objectives, identifying risks, and preparing risk mitigation plans to avoid and minimize churn
- Partner closely with Product team to translate business needs and product requirements into new solutions for customers
- Lead initiatives with other teams to create or improve processes by identifying gaps and proactively put together new solutions
- Work closely with cross-functional team to ensure potential business opportunities and product development opportunities are reported and maximized
- Keep customers and internal people on schedule to deliver customer initiatives
- Maintain comprehensive account notes
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What are the main responsibilities of the Lead Customer Success Manager?
You will manage complex Enterprise and Commercial client relationships post-sales, serve as a trusted advisor, drive user adoption, handle escalations, conduct business reviews, and promote strategic initiatives for customers' intranet programs.
What skills and qualities are needed for this role?
The role requires being a confident trusted advisor to senior executives, navigating organizations, thriving in fast-paced environments, cross-functional collaboration, high integrity, and in-depth understanding of customer problems.
Is this position remote or does it require office presence?
This information is not specified in the job description.
What is the salary or compensation for this role?
This information is not specified in the job description.
What kind of company culture does Simpplr have?
Simpplr fosters a fast-paced and changing environment with a focus on growth, cross-functional collaboration, best-in-class practices, and transforming employee experience through an AI-powered platform trusted by over 1,000 organizations.
Simpplr
Modern intranet platform for employee engagement
About Simpplr
Simpplr offers a modern intranet platform that aims to improve employee experience and strengthen company culture. The platform is designed to provide a seamless and personalized experience for employees, regardless of their work location. It serves a diverse range of clients, including businesses of all sizes across various industries, and has gained the trust of over 700 customers. Simpplr operates in the digital communication and collaboration market, which has grown due to the rise of remote work. The platform enhances internal communication, tracks employee sentiment, and promotes digital wellbeing, allowing employees to efficiently access necessary information, thus boosting productivity and collaboration. Unlike many competitors, Simpplr focuses on creating a cohesive experience tailored to the needs of employees. The company's goal is to provide a service that fosters a strong company culture and improves overall employee engagement.
Redwood City, CaliforniaHeadquarters
2014Year Founded
$119.6MTotal Funding
SERIES_DCompany Stage
Consumer Software, Enterprise SoftwareIndustries
201-500Employees
Benefits
Generous PTO
Flexible work hours
Remote work options
Premium medical, mental, dental, & vision coverage
Career development
Equity incentives
Retirement contributions
PTO to volunteer
Risks
Competition from Zoom's Workvivo could impact Simpplr's market share.
Integration challenges from acquiring Socrates.ai may divert focus from core offerings.
Strategic shifts by new CMO Gary Sevounts could affect brand perception.
Differentiation
Simpplr is recognized as a leader in the 2024 Gartner Magic Quadrant.
The platform offers AI-driven personalized employee experiences, enhancing engagement and productivity.
Simpplr's acquisition of Socrates.ai boosts its AI capabilities for comprehensive solutions.
Upsides
Growing demand for AI-driven platforms supports Simpplr's market expansion.
Hybrid work models increase the need for robust digital communication tools.
The intranet software market is projected to grow at a 14.2% CAGR until 2028.
Related Jobs
RemoteRemoteEnterprise, Customer Success Manager
RingCentralSalary not specified
- Full Time
- Mid-level (3 to 4 years), Senior (5 to 8 years)
RemoteDirector of Customer Success (Government)
Propelus$125,000 - $150,000/year
- Full Time
- Expert & Leadership (9+ years)
RemoteAccount Success Manager
CrossbeamSalary not specified
- Full Time
- Mid-level (3 to 4 years)
RemoteCustomer Success Lead, Strategic Accounts
Notable$115,000 - $140,000/year
- Full Time
- Mid-level (3 to 4 years), Senior (5 to 8 years)
RemoteSenior Director, Customer Success
SOCi$157,000 - $185,000/year
- Full Time
- Senior (5 to 8 years), Expert & Leadership (9+ years)
RemoteKey Account Manager
MarqetaSalary not specified
- Full Time
- Senior (5 to 8 years), Expert & Leadership (9+ years)
RemoteCustomer Advocacy Program Manager
AlphaSenseSalary not specified
- Full Time
- Mid-level (3 to 4 years)