Lead Customer Success Manager, Simpplr
$120-170k
Modern intranet software for employees
Open for applications
Modern intranet software for employees
501-1000 employees
Open for applications
$120-170k
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
- You are a confident, trusted advisor with senior level executives and can navigate through an organization
- You thrive in a fast paced and changing environment
- 10+ years experience in customer success management (or related experience)
- SaaS and startup company experience
- Business acumen: diagnose business challenges and develop and implement success plans
- Managed complex and large enterprise accounts
- Cultivated strong relationships: from the program team to the executive sponsor and key stakeholders
- Thrived in a quickly changing environment; moved initiatives forward without complete clarity on all facets
- Expert in CSM best practices
- Exceptional communication and organizational skills
- Experience with the business side of the renewals process, value driven conversations, ability to spot and qualify expansion opportunities
- Highly enthusiastic, creative, and collaborative with intellectual curiosity and learning attitude
- Exemplary leadership and maturity in all aspects of work--both internally and externally
- Ability to influence through persuasion, negotiation, and consensus building
- Ability to travel up to 20%
What the job involves
- As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced Lead Customer Success Manager
- As a Lead Customer Success Manager, you will partner with customers to drive their strategic initiatives and serve as their trusted advisor by providing necessary support and resources to customers through the customer lifecycle after their intranet has been successfully launched
- You will promote Simpplr functionality, best practices, tools, and playbooks to help customers achieve their objectives in effective and creative ways
- You will proactively work with customers to ensure their experience with our technology and services is always a 10+
- You will actively contribute to improvements across the CSM practice to help keep it best-in-class
- 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
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.
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