Customer Success Pleno managing project activities in a technology - focused startup. Engaging teams and stakeholders to ensure project goals are met in São Paulo, Brazil.
About the role
- Customer Success Manager leading a team and personal accounts for SMB customers at Simpplr. Overseeing growth and customer advocacy in a hybrid work environment.
Responsibilities
- Manage and coach a growing team of SMB CSMs (up to 5).
- Drive accountability, consistency, and professionalism in customer interactions.
- Foster career growth and skills development within the team.
- Act as the escalation point for customer issues requiring managerial involvement.
- Own and manage a personal portfolio of higher-ARR SMB accounts, ensuring high adoption, retention, and satisfaction.
- Partner with customers to align product capabilities with their business goals.
- Support renewals and expansion opportunities within assigned accounts.
- Ensure team adherence to Customer Success processes, including Gainsight/Salesforce updates, playbook execution, and customer health tracking.
- Maintain team dashboards and reporting for leadership visibility.
- Coordinate with cross-functional stakeholders (Support, Product, Sales, and Executive Leadership) to resolve issues and improve customer outcomes.
- Be accountable for team-level KPIs, including renewal rate & churn for the SMB segment, customer adoption, engagement, and health scores, and employee retention and development within the India team.
- Report on progress, risks, and outcomes to US leadership on a regular basis.
- Work closely with US-based leaders and peers to ensure process alignment and global consistency.
- Provide insights on SMB customer needs to influence product roadmap and company strategy.
Requirements
- 8-10 years of Customer Success or Account Management experience, including at least 3 years in a leadership role managing CSMs.
- Experience managing US-based customers with proven ability to work during core US hours (5:30 PM–2:30 AM IST).
- Strong understanding of Customer Success methodologies and practices, ideally in a SaaS environment.
- Excellent customer presence, communication, and stakeholder management skills.
- Track record of driving customer adoption, retention, and expansion.
- Proficiency with Customer Success tools such as Gainsight and Salesforce.
Benefits
- Hybrid work from home and office
- Flexibility in work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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