Sr. Customer Success Manager

The Senior Customer Success Manager will drive renewals, expansion, and long-term value for key Simplotel accounts. This role will own strategic customer relationships, identify growth opportunities, and improve product adoption and retention. The individual will serve as a trusted advisor, guiding customers on digital growth strategies to maximize ROI from Simplotel's solutions.

Responsibilities:

• Own and manage a portfolio of high-value / strategic accounts, driving renewals, expansions, and long-term retention.
• Build and maintain strong executive-level relationships, serving as the primary strategic point of contact.
• Develop and execute account growth plans aligned with customer business objectives.
• Drive adoption of new features, product enhancements, and digital best practices to increase customer value.
• Identify upsell, cross-sell, and referral opportunities within the existing customer base.
• Lead Quarterly Business Reviews (QBRs) and performance discussions with data-driven insights.
• Analyze customer performance metrics, churn risks, and usage trends to proactively mitigate attrition.
• Mentor and guide customer success managers to drive service excellence and performance.
• Collaborate cross-functionally with Product, Sales, Marketing, and Support teams to enhance customer experience.
• Contribute to process improvements, scalability initiatives, and strategic customer success programs.

Requirements:

• 2-4 years of experience in customer success, account management, or other customer-facing roles, preferably in SaaS or e-commerce.
• Proven track record of driving renewals, expansions, and customer retention.
• Strong stakeholder management skills, including experience working with senior decision-makers.
• Excellent written and verbal communication skills with strong presentation abilities.
• Strong analytical mindset with proficiency in Excel; familiarity with Google Analytics, e-commerce metrics, and SEO preferred.
• Demonstrated ability to manage complex accounts and prioritize competing demands.
• Experience mentoring or leading junior team members is preferred.
• An MBA or relevant postgraduate qualification is a plus.