Senior Customer Success Manager

Location: India (Remote); Gurugram, Haryana, India
Department: Customer Success

Who We Are

Simpplr is the AI-powered intranet for unifying the digital workplace. It brings people, trusted knowledge, apps, and agents into a coherent digital experience. Powered by a proprietary EX Knowledge Graph, Simpplr synthesizes signals and context across connected systems to deliver personalized information and actions. The platform serves as a digital hub supporting communications, engagement, employee services, and work. With low-code extensibility and enterprise-grade security and governance, Simpplr enables confident operation at scale. More than 1,000 organizations — including AAA, the NHS, Penske, and Moderna — trust Simpplr to keep their workforce informed, aligned, and productive. Learn more at simpplr.com.

Senior Customer Success Manager (Remote)

Overview

As a Senior Customer Success Manager, you'll own a portfolio of complex, global customers and be a strategic partner and trusted advisor to them by helping them realize value from Simpplr.

You'll develop genuine partnerships with customers, gaining a deep understanding of their business objectives, strategic direction, AI vision, and technical needs. You'll draw on both your business acumen and technical expertise to serve as a strategic advisor throughout their journey with us.

This is a commercial GTM role with direct ownership of revenue retention and GRR targets. You'll manage renewal outcomes, mitigate revenue risk, and identify expansion opportunities in partnership with Account Management. 

The ideal candidate has a track record of achieving targets, strong commercial acumen, technical curiosity, and a proactive approach to managing complex customer situations.

What Makes This Opportunity Unique

Simpplr is a Series D, AI-powered Employee Experience platform with over $131M in funding and recognition as a 4x Leader across Gartner, Forrester, IDC, and G2. With substantial investment in AI and an ambitious product vision, you'll work at the forefront of enterprise AI while helping global organizations transform their employee experience and productivity.

For ambitious professionals, this role offers strong opportunities for learning, career progression, and developing AI fluency. You'll deepen your commercial and technical expertise through complex customer challenges and hands-on exposure to an AI-native enterprise product, with opportunities to take on greater responsibility as you deliver results.

Key Responsibilities

• Build trusted relationships with decision makers and senior executives to understand their business objectives and identify opportunities for adding value through Simpplr
• Maintain a clear view of customer readiness, technical health, adoption, value, risks, and opportunities and lead Executive Business Reviews around these areas.
• Align business and technical stakeholders around strategic priorities and partner with them to implement use cases which translate into measurable business value
• Own renewal outcomes and drive GRR performance across your portfolio
• Identify expansion opportunities based on customer needs and business objectives, partnering with Account Management to progress them.
• Partner with Sales, Account Management, Product, Support, and Leadership to resolve challenges and deliver customer outcomes
• Advocate for customer needs and share actionable feedback to improve products and processes.

You May Be a Good Fit If You Have

• Bachelor's degree in a related field
• 6+ years of experience in Customer Success, Account Management, Solutions Engineering, or a similar customer-facing role in B2B SaaS/Enterprise AI
• Demonstrated track record of meeting retention targets, owning renewal outcomes, and mitigating revenue risk.
• Experience managing complex enterprise customers across North America or Europe.
• Strong commercial acumen, with the ability to understand customer business objectives and translate relevant product use cases into measurable business value.
• AI fluency and curiosity, with the ability to understand emerging AI capabilities and identify relevant enterprise use cases.
• Proactive approach to anticipating customer needs, identifying risks, and driving initiatives independently.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health benefits and flexible remote work.
• Professional development and career growth opportunities.
• A collaborative environment focused on innovation.

Your Voice, Unfiltered:

We value the real you. To ensure a fair and authentic experience for everyone, we ask that you do not use AI tools (such as real-time answer generators, transcription apps, or note-taking bots) during your interview

Our process is designed to hear your unique story, thought process, and lived experience in real-time. Use of unauthorized AI tools may result in disqualification, as we want to ensure every candidate is evaluated on their own individual merits. We’re excited to meet the person behind the resume!

If you need assistive technology or AI tools for accessibility (e.g., live captioning), please notify your recruiter in advance. We are committed to providing an inclusive interview experience.

Simpplr’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.