Senior Director of Customer Success, Simpplr
$210-250k
Modern intranet software for employees
Be an early applicant
Modern intranet software for employees
201-500 employees
Be an early applicant
$210-250k
201-500 employees
Company mission
At Simpplr, we are on a mission to transform the work experience of billions of people across the world.
Role
Who you are
- Experience in a startup, high-growth environments, and comfort with rapid change
- 10+ years of experience in customer success, account management or post-sales with at least 5 years of experience in a global leadership role at a SaaS company
- Results driven leader with a proven track record of delivering customer and business outcomes including improved retention, adoption and upsell / expansion
- Experience working with a diverse customer base (Enterprise, Commercial, SMB) across multiple geographies
- Demonstrated ability to build and scale teams, develop talent, and foster a high-performance, customer-centric culture
- Strong analytical and data-driven decision-making skills, with expertise in customer health monitoring and reporting
- Deep understanding of SaaS business models, customer lifecycle management, and success metrics
- Strong communication, executive presence and stakeholder management skills
- Proven record of building strong executive relationships at enterprise customers
- Strategic thinker who can roll-up their sleeves and execute in a fast paced environment
- Outstanding interpersonal skills and can quickly build strong partnerships cross-functionally
- Experience with Customer Success tools (e.g., Gainsight) and CRM platforms
- Operational rigor and systems thinking across the customer lifecycle, with a passion for process improvement and efficiency
What the job involves
- As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced leader to manage our Global Customer Success Management (CSM) team.
- This senior leadership role reports to the SVP of Customer Experience. In this role, you will own the strategy and execution of the Customer Success function.
- You will lead a high-performing global team to drive product adoption, customer experience, retention and expansion across our customer base.
- You will mentor and coach 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
- Leadership & Strategy
- Define and implement a global customer success vision and strategy aligned with company goals to drive retention, reduce churn and accelerate product adoption across all customer segments
- Drive measurable improvements in Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
- Build, lead, and scale a world-class customer success organization across regions
- Work with the executive team and own strategic planning for CS function, including headcount, compensation, segmentation, metrics, and targets
- Serve as the voice of the customer in strategic discussions with executive leadership
- Team Management
- Manage a global team of Customer Success Managers covering all customer segments including Enterprise, Commercial, SMB
- Recruit, mentor, develop and retain top talent in the global customer success team across all segments
- Foster a high-performance culture with clear KPIs, accountability, and a focus on results
- Customer Engagement
- Orchestra end-to-end customer journey working working closely with the Professional Services, Technical Support and Account Management teams
- Partner with the implementation team to optimize a seamless customer launch experience
- Manage key enterprise accounts, developing tailored success strategies
- Establish, maintain, and grow executive relationships at all enterprise accounts by engaging with key customer executives and stakeholders
- Systematically gather and share customer feedback with Product and Engineering to influence the roadmap
- Operational Excellence
- Monitor and analyze customer health metrics and proactively identify risks. Develop action plans for at-risk accounts and drive execution to mitigate risk
- Develop scalable playbooks, success plans, and health score frameworks
- Own and manage forecast and reporting processes for renewals, churn and expansion
- Report regularly to executive leadership on customer outcomes, team performance, and strategic initiatives
- Drive development and execution of Digital Customer Success
- Implement and optimize customer success processes, leveraging technology, tools and data to drive operational efficiency and scalability
- Cross-functional Collaboration
- Build strong cross-functional partnerships with Sales, Product, Professional Services, Technical Support and Marketing, to deliver a seamless customer experience
- Partner with Marketing for Customer Advocacy efforts
Our take
Company intranets have existed for as long as the internet has, yet these virtual environments remain clunky, generalized and over-saturated with unnecessary features.
Simpplr develops purpose-built intranet systems that aim to provide simple communication within a workforce. The startup's intranet system stands out by using AI to analyze the activities of a digital workforce, using this information to offer a wide range of services. This includes the alerting of employees to critical top-down communications, keeping them socially connected and helping them find the documents that they are looking for.
Simpplr won the award for "best mid-size company to work" from Built In 2023, signifying a US workplace culture that goes above and beyond. It also saw a refreshing of its leadership team in 2022, adding industry leader Parag Kulkarni as CTO and former CMO of award-winning Netbase Quid, Paige Leidig, as its Chief Marketing Officer. These updates indicate a company that keeps its employees happy and constantly looks for new directions to take its product.
Freddie
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2023
$70m
SERIES D
Jul 2021
$32m
SERIES C
Total funding: $123m
Company benefits
- Simpplr provides a competitive compensation package along with other benefits.
- We believe in work-life integration and offer a flexible work environment.
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Dhiraj Sharma
(CEO & C0-Founder)Received a Master's Degree in Computer Engineering from San Jose State University before founding Simplion Technologies. They also founded Lirik Inc.
Piyush Rajput
(Co-Founder)Formerly Head of Technology at Ideactive Consulting and VP of Product Development at Agnicient Technologies. They were also CTO of Simplion Technologies and a Team Member of Axiom Research Labs.
Parag Kulkarni
(CTO & Co-Founder)Studied Computer Engineering at a university in Mumbai. They have extensive history in SaaS engineering prior to becoming CTO of Simppler in January 2022.
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