Full-Time Sr. Director, Customer Success

Who We Are Simpplr is the AI-powered platform that unifies the digital workplace. It streamlines communication, simplifies interactions, automates workflows, and elevates the everyday experience of work. Over 1000+ leading organizations trust Simpplr.

The Opportunity Simpplr is seeking an experienced leader to manage the Global Customer Success Management team. This role reports to the SVP of Customer Experience. Own the Customer Success strategy and execution. Lead a high-performing global team to drive product adoption, customer experience, retention, and expansion. Mentor and coach team members. Escalate customer issues. Interact with senior-level executives.

Job Responsibilities

1. Define and implement a global customer success vision and strategy aligned with company goals.
2. Drive measurable improvements in Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
3. Build, lead, and scale a world-class customer success organization.
4. Work with the executive team and own strategic planning for CS function.
5. Manage a global team of Customer Success Managers.
6. Recruit, mentor, and develop top talent.
7. Orchestra end-to-end customer journey.
8. Partner with implementation team for seamless customer launch.
9. Manage key enterprise accounts.
10. Gather and share customer feedback with Product and Engineering.
11. Monitor and analyze customer health metrics.
12. Develop scalable playbooks and success plans.
13. Own and manage forecast and reporting processes.
14. Report regularly to executive leadership on customer outcomes.
15. Drive development and execution of Digital Customer Success.
16. Implement and optimize customer success processes.
17. Build strong cross-functional partnerships with Sales, Product, Professional Services, Technical Support, and Marketing.
18. Partner with Marketing for Customer Advocacy efforts.

Your Skillset

• Experience in a startup, high-growth environment.
• 10+ years of experience in customer success, account management, or post-sales.
• 5+ years of experience in a global leadership role at a SaaS company.
• Results-driven leader.
• Experience with a diverse customer base (Enterprise, Commercial, SMB).
• Ability to build and scale teams, develop talent.
• Strong analytical skills and data-driven decision-making.
• Understanding of SaaS business models.
• Strong communication, executive presence, and stakeholder management skills.
• Strategic thinker and executioner.
• Experience with Customer Success tools (e.g., Gainsight) and CRM platforms.
• Operational rigor and systems thinking across the customer lifecycle.

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