Senior Director of Customer Success, Simpplr
$210-250k
Modern intranet software for employees
Job no longer available
Modern intranet software for employees
501-1000 employees
Job no longer available
$210-250k
501-1000 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, generalised 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 analyse the activities of a digital workforce, using this information to offer a wide range of services. This includes alerting 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 & Co-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
(Co-Founder & CTO)Studied Computer Engineering at a university in Mumbai. They have extensive history in SaaS engineering prior to becoming CTO of Simppler in January 2022.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 1 more job at Simpplr