Job
Description
As a dynamic and experienced Customer Success Leader at SimplifyVMS, your role will be pivotal in ensuring long-term customer satisfaction, managing strategic relationships, driving growth through expansion and renewals, and delivering an exceptional customer experience across enterprise accounts worldwide. **Key Responsibilities:** - **Global Customer Relationship Management** - Own and manage executive-level relationships with strategic global customers across regions. - Serve as the trusted advisor to clients, aligning SimplifyVMS capabilities to their business goals. - Lead regular business reviews (QBRs) and performance assessments to drive continuous improvement. - **Customer Growth & Retention** - Drive adoption, engagement, and platform utilization through proactive planning and enablement. - Identify expansion opportunities and collaborate with sales on upsell/cross-sell strategies. - Lead renewal strategy and mitigate churn by identifying risks early and driving remediation plans. - **Customer Experience Excellence** - Champion a world-class experience across the customer journey from onboarding to maturity. - Collaborate with Product, Support, and Implementation teams to ensure smooth onboarding and issue resolution. Own and manage the support ticket system. - Continuously capture and share client feedback to inform the product roadmap and innovation. - **Data-Driven Success Management** - Define and track customer success KPIs, NPS, CSAT, adoption metrics, and churn indicators. - Develop and manage playbooks, success plans, and escalation protocols. - **Team Leadership & Collaboration** - Build and mentor a high-performing customer success team, including customer success managers and analysts. - Foster a culture of accountability, empathy, and results across customer touchpoints. - Partner cross-functionally with Sales, Product, Marketing, and Delivery teams to align strategies. **Requirements:** - 12-15+ years of experience in customer success, account management, or program management ideally within enterprise B2B SaaS, workforce solutions, or VMS/MSP environments. - Proven track record of managing and expanding large global enterprise accounts. - Deep understanding of contingent workforce management and vendor management best practices. - Excellent communication, stakeholder management, and executive presence. - Strong analytical and problem-solving skills, with the ability to leverage data to drive decisions. - Experience with Customer Success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce, HubSpot). - Ability to lead in a fast-paced, customer-centric, tech-driven environment. **Preferred Qualifications:** - Experience working with global teams and supporting customers across U.S., EMEA, and APAC. - Prior experience with VMS platforms or HR technology solutions. - Exposure to AI/automation technologies used in workforce or procurement solutions. In this role, you will have the unique opportunity to shape the customer success strategy of a fast-growing VMS platform, work with global enterprise clients, solve complex problems, and be part of a collaborative, innovation-driven culture. Moreover, competitive salary, bonus, and growth opportunities await you in this exciting position.,
