Manager, SMB Customer Success
Simpplr
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.
About the Role
We are seeking a Customer Success Manager (CSM) Team Lead to oversee our SMB Customer Success team in India. This leader will directly manage a team of SMB CSMs while also supporting a personal book of higher-ARR SMB customers. The ideal candidate has hands-on experience managing US-based customers, is comfortable working during US business hours, and can balance both people leadership and customer advocacy responsibilities.
Key Responsibilities
- Team Leadership & Development
- 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.
- Customer Success Management
- 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.
- Operational Excellence
- 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.
- Performance & Metrics
- Be accountable for team-level KPIs, including:
- Renewal rate & churn for the SMB segment.
- Customer adoption, engagement, and health scores.
- Employee retention and development within the India team.
- Report on progress, risks, and outcomes to US leadership on a regular basis.
- Cross-Regional Collaboration
- 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.
Leadership Qualities
- Empathetic, collaborative, and customer-first mindset.
- Strong sense of accountability and ability to set high standards for professionalism and preparedness.
- Skilled at balancing coaching with performance management.
- Process-oriented, but flexible enough to adapt to changing business needs.
- Comfortable operating in a fast-paced, high-growth environment.
Growth & Career Path
This role is a foundational leadership position in shaping our India-based Customer Success hub.
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.