Sr. Director, Customer Success
Who We Are
Simpplr is the AI-powered platform that unifies the digital workplace – bringing together engagement, enablement, and services to transform the employee experience. It streamlines communication, simplifies interactions, automates workflows, and elevates the everyday experience of work. The platform is intuitive, highly extensible, and built to integrate seamlessly with your existing technology.
More than 1,000 leading organizations – including AAA, the NHS, Penske, and Moderna – trust Simpplr to foster a more aligned and productive workforce. Headquartered in Silicon Valley with global offices, Simpplr is backed by Norwest Ventures, Sapphire Ventures, 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 leader to manage our Global Customer Success Management (CSM) team. This senior leadership role reports to the SVP of Customer Experience. In this role, you will own the strategy and execution of the Customer Success function. You will lead a high-performing global team to drive product adoption, customer experience, retention and expansion across our customer base. You will mentor and coach 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.
Your Job Responsibilities
What you will be doing:
Leadership & Strategy
Define and implement a global customer success vision and strategy aligned with company goals to drive retention, reduce churn and accelerate product adoption across all customer segments
Drive measurable improvements in Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
Build, lead, and scale a world-class customer success organization across regions
Work with the executive team and own strategic planning for CS function, including headcount, compensation, segmentation, metrics, and targets
Serve as the voice of the customer in strategic discussions with executive leadership
Team Management
Manage a global team of Customer Success Managers covering all customer segments including Enterprise, Commercial, SMB
Recruit, mentor, develop and retain top talent in the global customer success team across all segments
Foster a high-performance culture with clear KPIs, accountability, and a focus on results
Customer Engagement
Orchestra end-to-end customer journey working working closely with the Professional Services, Technical Support and Account Management teams
Partner with the implementation team to optimize a seamless customer launch experience
Manage key enterprise accounts, developing tailored success strategies
Establish, maintain, and grow executive relationships at all enterprise accounts by engaging with key customer executives and stakeholders
Systematically gather and share customer feedback with Product and Engineering to influence the roadmap
Operational Excellence
Monitor and analyze customer health metrics and proactively identify risks. Develop action plans for at-risk accounts and drive execution to mitigate risk
Develop scalable playbooks, success plans, and health score frameworks
Own and manage forecast and reporting processes for renewals, churn and expansion
Report regularly to executive leadership on customer outcomes, team performance, and strategic initiatives
Drive development and execution of Digital Customer Success
Implement and optimize customer success processes, leveraging technology, tools and data to drive operational efficiency and scalability
Cross-functional Collaboration
Build strong cross-functional partnerships with Sales, Product, Professional Services, Technical Support and Marketing, to deliver a seamless customer experience
Partner with Marketing for Customer Advocacy efforts
Your Skillset
What makes you a great fit for the team:
Experience in a startup, high-growth environments, and comfort with rapid change
10+ years of experience in customer success, account management or post-sales with at least 5 years of experience in a global leadership role at a SaaS company
Results driven leader with a proven track record of delivering customer and business outcomes including improved retention, adoption and upsell / expansion
Experience working with a diverse customer base (Enterprise, Commercial, SMB) across multiple geographies
Demonstrated ability to build and scale teams, develop talent, and foster a high-performance, customer-centric culture
Strong analytical and data-driven decision-making skills, with expertise in customer health monitoring and reporting
Deep understanding of SaaS business models, customer lifecycle management, and success metrics
Strong communication, executive presence and stakeholder management skills
Proven record of building strong executive relationships at enterprise customers
Strategic thinker who can roll-up their sleeves and execute in a fast paced environment
Outstanding interpersonal skills and can quickly build strong partnerships cross-functionally
Experience with Customer Success tools (e.g., Gainsight) and CRM platforms
Operational rigor and systems thinking across the customer lifecycle, with a passion for process improvement and efficiency
Our job titles may span more than one career level. The starting base pay for this role is between $210k - $250k. 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.
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.
General Benefits Statement:
Simpplr provides a competitive compensation package along with full health, vision and dental benefits. We believe in work-life integration and offer a flexible work environment. These benefits, coupled with an amazing team of individuals who believe in our mission and value openness, collaboration and teamwork, make Simpplr an incredible place to work.
#LI-HYBRIDPay Range$210,000—$250,000 USDSimpplr’s Hub-Hybrid-Remote Model:
At Simpplr we believe that when work is good, life is better and that belief guides all we do. Including how we approach our flexible work model. Simpplr operates with a Hub-Hybrid-Remote model. This model is role-based with exceptions and provides employees with the flexibility that many have told us they want.
Hub - 100% work from Simpplr office. Role requires Simpplifier to be in the office full-time.
Hybrid - Hybrid work from home and office. Role dictates the ability to work from home, plus benefit from in-person collaboration on a regular basis.
Remote - 100% remote. Role can be done anywhere within your country of hire, as long as the requirements of the role are met.
Apply Now
Simpplr is the AI-powered platform that unifies the digital workplace – bringing together engagement, enablement, and services to transform the employee experience. It streamlines communication, simplifies interactions, automates workflows, and elevates the everyday experience of work. The platform is intuitive, highly extensible, and built to integrate seamlessly with your existing technology.
More than 1,000 leading organizations – including AAA, the NHS, Penske, and Moderna – trust Simpplr to foster a more aligned and productive workforce. Headquartered in Silicon Valley with global offices, Simpplr is backed by Norwest Ventures, Sapphire Ventures, 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 leader to manage our Global Customer Success Management (CSM) team. This senior leadership role reports to the SVP of Customer Experience. In this role, you will own the strategy and execution of the Customer Success function. You will lead a high-performing global team to drive product adoption, customer experience, retention and expansion across our customer base. You will mentor and coach 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.
Your Job Responsibilities
What you will be doing:
Leadership & Strategy
Define and implement a global customer success vision and strategy aligned with company goals to drive retention, reduce churn and accelerate product adoption across all customer segments
Drive measurable improvements in Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
Build, lead, and scale a world-class customer success organization across regions
Work with the executive team and own strategic planning for CS function, including headcount, compensation, segmentation, metrics, and targets
Serve as the voice of the customer in strategic discussions with executive leadership
Team Management
Manage a global team of Customer Success Managers covering all customer segments including Enterprise, Commercial, SMB
Recruit, mentor, develop and retain top talent in the global customer success team across all segments
Foster a high-performance culture with clear KPIs, accountability, and a focus on results
Customer Engagement
Orchestra end-to-end customer journey working working closely with the Professional Services, Technical Support and Account Management teams
Partner with the implementation team to optimize a seamless customer launch experience
Manage key enterprise accounts, developing tailored success strategies
Establish, maintain, and grow executive relationships at all enterprise accounts by engaging with key customer executives and stakeholders
Systematically gather and share customer feedback with Product and Engineering to influence the roadmap
Operational Excellence
Monitor and analyze customer health metrics and proactively identify risks. Develop action plans for at-risk accounts and drive execution to mitigate risk
Develop scalable playbooks, success plans, and health score frameworks
Own and manage forecast and reporting processes for renewals, churn and expansion
Report regularly to executive leadership on customer outcomes, team performance, and strategic initiatives
Drive development and execution of Digital Customer Success
Implement and optimize customer success processes, leveraging technology, tools and data to drive operational efficiency and scalability
Cross-functional Collaboration
Build strong cross-functional partnerships with Sales, Product, Professional Services, Technical Support and Marketing, to deliver a seamless customer experience
Partner with Marketing for Customer Advocacy efforts
Your Skillset
What makes you a great fit for the team:
Experience in a startup, high-growth environments, and comfort with rapid change
10+ years of experience in customer success, account management or post-sales with at least 5 years of experience in a global leadership role at a SaaS company
Results driven leader with a proven track record of delivering customer and business outcomes including improved retention, adoption and upsell / expansion
Experience working with a diverse customer base (Enterprise, Commercial, SMB) across multiple geographies
Demonstrated ability to build and scale teams, develop talent, and foster a high-performance, customer-centric culture
Strong analytical and data-driven decision-making skills, with expertise in customer health monitoring and reporting
Deep understanding of SaaS business models, customer lifecycle management, and success metrics
Strong communication, executive presence and stakeholder management skills
Proven record of building strong executive relationships at enterprise customers
Strategic thinker who can roll-up their sleeves and execute in a fast paced environment
Outstanding interpersonal skills and can quickly build strong partnerships cross-functionally
Experience with Customer Success tools (e.g., Gainsight) and CRM platforms
Operational rigor and systems thinking across the customer lifecycle, with a passion for process improvement and efficiency
Our job titles may span more than one career level. The starting base pay for this role is between $210k - $250k. 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.
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.
General Benefits Statement:
Simpplr provides a competitive compensation package along with full health, vision and dental benefits. We believe in work-life integration and offer a flexible work environment. These benefits, coupled with an amazing team of individuals who believe in our mission and value openness, collaboration and teamwork, make Simpplr an incredible place to work.
#LI-HYBRIDPay Range$210,000—$250,000 USDSimpplr’s Hub-Hybrid-Remote Model:
At Simpplr we believe that when work is good, life is better and that belief guides all we do. Including how we approach our flexible work model. Simpplr operates with a Hub-Hybrid-Remote model. This model is role-based with exceptions and provides employees with the flexibility that many have told us they want.
Hub - 100% work from Simpplr office. Role requires Simpplifier to be in the office full-time.
Hybrid - Hybrid work from home and office. Role dictates the ability to work from home, plus benefit from in-person collaboration on a regular basis.
Remote - 100% remote. Role can be done anywhere within your country of hire, as long as the requirements of the role are met.
Apply Now