Job
Description
As the Global Customer Success Leader at SimplifyVMS, you will play a vital role in ensuring long-term customer satisfaction, managing strategic relationships, driving growth through expansions and renewals, and delivering an exceptional customer experience across enterprise accounts worldwide. Your role will demand a balance of strategic thinking and hands-on operational expertise, coupled with a genuine passion for helping customers achieve maximum value from the platform. Key Responsibilities: - **Global Customer Relationship Management:** - Own and manage executive-level relationships with strategic global customers across different regions. - Act as a trusted advisor to clients, aligning SimplifyVMS capabilities with their business objectives. - Conduct regular business reviews (QBRs) and performance assessments to drive continuous improvement. - **Customer Growth & Retention:** - Proactively drive adoption, engagement, and platform utilization through strategic planning and enablement. - Identify expansion opportunities and collaborate with sales on upsell/cross-sell strategies. - Lead renewal strategy and address churn risks by identifying them early and executing remediation plans. - **Customer Experience Excellence:** - Advocate for a world-class experience throughout the customer journey, from onboarding to maturity. - Collaborate with Product, Support, and Implementation teams to ensure seamless onboarding and issue resolution. Take ownership of the support ticket system. - Continuously gather and disseminate client feedback to guide product roadmap and innovation. - **Data-Driven Success Management:** - Define and monitor customer success KPIs, NPS, CSAT, adoption metrics, and churn indicators. - Develop and oversee playbooks, success plans, and escalation protocols. - **Team Leadership & Collaboration:** - Establish and nurture a high-performing customer success team, comprising customer success managers and analysts. - Cultivate a culture of accountability, empathy, and results across customer touchpoints. - Collaborate cross-functionally with Sales, Product, Marketing, and Delivery teams to align strategies. Qualification Required: - 12-15+ years of experience in customer success, account management, or program management, preferably within enterprise B2B SaaS, workforce solutions, or VMS/MSP environments. - Demonstrated success in managing and expanding large global enterprise accounts. - Profound knowledge of contingent workforce management and vendor management best practices. - Exceptional communication, stakeholder management, and executive presence. - Strong analytical and problem-solving skills, with a focus on leveraging data to inform decisions. - Proficiency with Customer Success platforms (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce, HubSpot). - Ability to thrive in a fast-paced, customer-centric, technology-driven setting. As the Global Customer Success Leader at SimplifyVMS, you will play a vital role in ensuring long-term customer satisfaction, managing strategic relationships, driving growth through expansions and renewals, and delivering an exceptional customer experience across enterprise accounts worldwide. Your role will demand a balance of strategic thinking and hands-on operational expertise, coupled with a genuine passion for helping customers achieve maximum value from the platform. Key Responsibilities: - **Global Customer Relationship Management:** - Own and manage executive-level relationships with strategic global customers across different regions. - Act as a trusted advisor to clients, aligning SimplifyVMS capabilities with their business objectives. - Conduct regular business reviews (QBRs) and performance assessments to drive continuous improvement. - **Customer Growth & Retention:** - Proactively drive adoption, engagement, and platform utilization through strategic planning and enablement. - Identify expansion opportunities and collaborate with sales on upsell/cross-sell strategies. - Lead renewal strategy and address churn risks by identifying them early and executing remediation plans. - **Customer Experience Excellence:** - Advocate for a world-class experience throughout the customer journey, from onboarding to maturity. - Collaborate with Product, Support, and Implementation teams to ensure seamless onboarding and issue resolution. Take ownership of the support ticket system. - Continuously gather and disseminate client feedback to guide product roadmap and innovation. - **Data-Driven Success Management:** - Define and monitor customer success KPIs, NPS, CSAT, adoption metrics, and churn indicators. - Develop and oversee playbooks, success plans, and escalation protocols. - **Team Leadership & Collaboration:** - Establish and nurture a high-performing customer success team, comprising customer success managers and analysts. - Cultivate a culture of accountability, empathy, an
