We re seeking a customer-obsessed
Customer Communications Manager
to help elevate how Simpplr engages and enables its customers post-sale. You will be the voice that helps customers adopt, love, and grow with Simpplr whether they re intranet admins, content creators, or everyday users. From feature updates to enablement journeys and strategic communications that support expansion, this role is key to ensuring our customers realize the full value of the Simpplr platform. This cross-functional role sits at the intersection of Customer Success, Product, and Marketing and plays a crucial part in
customer lifecycle communications, enablement, adoption, and expansion
. Key Responsibilities
Customer Lifecycle Communications
- Lead and execute
post-sales lifecycle communications
, delivering timely and relevant messaging that supports onboarding, training, maturity, and renewal stages. - Build segmented and role-based email journeys that support product education and ongoing adoption.
- Manage and maintain a communications calendar that aligns with key lifecycle moments, product updates, and strategic initiatives.
- Own the customer newsletter, in-app announcements, educational campaign calendar, and engagement-driven content series.
- Develop scalable communication journeys that guide customers through to advocacy and engagement in programs like user groups, events, reviews, case studies, and referrals.
- Maintain brand voice and style across all customer communications.
- Identify scalable content (e.g. infographics, guides, demo videos, etc.) that can be used in communications for onboarding journeys, product education, and role-based adoption.
- Develop scalable content and communications for onboarding journeys, product education, and role-based enablement.
Drive product adoption through messaging
- Partner with Product Marketing, Customer Success, and Customer Enablement to craft product release communications, feature launch emails, and in-app messages that drive
feature awareness and usage.
Develop campaigns that proactively educate customers on new capabilities and lesser-known features to support continuous product adoption.
Promote learning / training materials, webinars, and events.
- Promote tips and tricks, customer wins, real world use cases, and best practices that align with customer goals, internal comms trends, and evolving EX strategies.
Customer growth and add on marketing
- Collaborate with Marketing and Revenue teams to create communications that support
upsell/cross-sell opportunities
(e.g., additional modules, analytics, integrations). - Design email nurtures and in-product messages that communicate the value of Simpplr add-ons and expansion use cases.
Best Practices, Tips & Use Cases
- Promote
tips & tricks
, real-world use cases
, and best practices
that align with customer goals, internal comms trends, and evolving EX strategies. - Collaborate with the Customer Success and Product Marketing teams to spotlight customer wins and scalable intranet strategies.
Product Adoption & Release Communications
- Partner with Product Marketing, Product and Enablement to craft
release notes
, feature launch emails, changelogs, and in-app messages that drive feature awareness and usage
. - Develop campaigns that proactively educate customers on new capabilities and lesser-known features to support
continuous product adoption
.
Customer Growth & Add-On Marketing
- Collaborate with Marketing and Revenue teams to create communications that support
upsell/cross-sell opportunities
(e.g., additional modules, analytics, integrations). - Design email nurtures and in-product messages that communicate the value of Simpplr add-ons and expansion use cases.
Ongoing Customer Engagement
- Own the customer newsletter, in-app announcements, educational campaign calendar, and engagement-driven content series.
- Segment and personalize messages based on customer profile, lifecycle stage, and engagement metrics.
Cross-Functional Collaboration
- Work closely with Customer Success, Product Marketing, Product Management, and Enablement to align on messaging strategy and voice.
- Support Simpplr s broader
customer advocacy and education
initiatives through content contributions and communication planning.
About You
Qualifications
- 4+ years in customer communications, lifecycle marketing, customer enablement, or B2B SaaS marketing.
- Exceptional writing skills with the ability to make complex product features easy to understand.
- Experience designing role-based, segmented communications that resonate with different personas.
- Familiarity with tools like Marketo, Gainsight, Salesforce, and similar platforms.
- Strong analytical mindset you know how to assess performance, iterate, and scale what works.
Bonus Points
- Experience in internal communications, employee experience, or workplace tech.
- Passion for helping internal communicators and HR professionals succeed.
- Past success influencing expansion and retention metrics through communications.
Why Simpplr?
- Join a mission-driven team transforming how people experience work.
- Work with world-class colleagues who care deeply about company culture and customer outcomes.
- Make a real impact on a platform used daily by thousands of employees across the globe.
