Senior Manager of Customer Success, Simpplr
$165-200k
Modern intranet software for employees
Open for applications
Modern intranet software for employees
501-1000 employees
Open for applications
$165-200k
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
- 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
What the job involves
- 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
- 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
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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