Principal Customer Success Manager

The Opportunity

As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced Principal Enterprise CSM.  As a Principal 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 are a confident, trusted advisor with senior level executives and can navigate through an organization. You will actively contribute to improvements across the CSM practice to help keep it best-in-class.  You thrive in a fast paced and changing environment.

Your Job Responsibilities

What you will be doing:

• Manage complex Enterprise 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

Your Skillset

What makes you a great fit for the team:

• 15+ 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%

Our job titles may span more than one career level. The starting base pay for this role is between $150,000 - $180,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity and benefits.

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Last updated on Jun 6, 2024