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Customer Success Manager, Enterprise

Company: Simpplr
Location: Los Angeles
Posted on: May 16, 2022

Job Description:

Job DescriptionWho We AreSimpplr provides employee experience software that helps companies connect and align employees. With what Simpplr calls Live EX, the platform helps companies communicate better in a distributed world and measures an organization's heartbeat by understanding employee alignment and sentiment in real time. Ultimately, Simpplr aims to enable more positive work environments by helping organizations be more open and caring.Trusted by leading brands, including DocuSign, Eurostar, and AAA, our customers are achieving measurable productivity gains, increased employee engagement and retention, and accelerated business performance.Simpplr is headquartered in Redwood Shores, CA, with offices in the UK, Canada, and India, and is backed by Norwest Venture Partners, Salesforce Ventures, and Tola Capital. Simpplr is widely acknowledged as one of the fastest-growing, most innovative, and most liked solutions in our market. We boast numerous top-tier accolades and encourage you to check us out on various review sites.The OpportunityAs 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.Your Job ResponsibilitiesWhat 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 customersYour Skill SetWhat 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 / creationNote: Travel up to about 10 % is anticipatedBenefits: Simpplr provides a competitive compensation package along with other benefits. We believe in work-life integration and offer a flexible work environment. These benefits, coupled with an amazing team who believes in our mission, and values transparency, autonomy, and inclusiveness, make Simpplr an incredible place to work.See what our employees say about working at Simpplr: Glassdoor Reviews

Keywords: Simpplr, Los Angeles , Customer Success Manager, Enterprise, Executive , Los Angeles, California

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