Principal Customer Success Manager

Who We Are

Simpplr delivers exceptional AI-powered employee experiences at scale. It is the only platform that unifies employee engagement, enablement, and self-service to provide every employee with a seamless and personalized experience so they can do their best work from anywhere. Organizations use our forward-looking, adaptable products to deliver personalized experiences that inspire and engage their employees. Wherever people work, Simpplr enables them to flourish.

Trusted by more than 700+ leading brands, including Penske, Snowflake, Moderna, Eurostar, and AAA, our customers are achieving measurable improvements in employee engagement, productivity, and accelerated business performance.

Simpplr is headquartered in Silicon Valley, CA with offices in the UK, Canada, and India, and is backed by Sapphire Ventures, Norwest Venture Partners, Salesforce Ventures, and Tola Capital. Learn more at simpplr.com.

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
• Ex