Customer Success Manager, Commercial (Mid-West)

As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced Customer Success Manager.

In this role, you will support customers through the customer lifecycle after their intranet has been successfully launched. You bring 7+ years of customer success experience. You have the ability to bring a positive attitude and build strong relationships with your customers at various levels of their organizations. Customers will look to you to help them drive strategic initiatives, serve as their trusted advisor, and understand their business objectives. You will provide customers with guidance on how to achieve their objectives for their intranet program through best practices, analytics, and innovative ideas.

In this role, you will manage large and strategic accounts. You will be comfortable working in an environment of constant change and growth. You are a self-starter willing to take on stretch goals and comfortable owning responsibility. You feel comfortable working in a fast-paced environment, transforming ambiguity into clarity, identifying where we have gaps in processes or documentation, and will drive change where and when needed. You enjoy working in a supportive environment, value the contribution of others, and are both confident and humble.

What you will be doing:

• Manage complex Enterprise client relationships throughout the post-sales customer lifecycle
• 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
• 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 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 identifying risks, prepare risk mitigation plans to avoid and minimize churn
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers

What makes you a great fit for our team:

• 7+ years CSM experience at a SaaS company
• Experience with managing complex, enterprise accounts
• Have created and executed account plans
• Have developed and managed executive-level relationships
• Sharp communications skills: written and verbal
• Experience with preparing and delivering impactful EBRs
• Ability to build slick, creative, effective customer-facing documents
• Experience with the business side of the renewals process
• Process improvement / creation

Note: Travel up to about 10 % is anticipated

The US base salary range for this full-time position is $90,000.00-$135,000.00. Our salary ranges are determined by role, level, and location, and the range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location, role-related knowledge and skills, depth of experience, relevant education or training, and additional role-related considerations.

Depending on the position offered, equity, bonuses, commission, or other forms of compensation may also be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.

Simpplr is proud to be an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or genetics.