Sr. Director, Customer Success

Swooped; United States; Hybrid; USD 210,000 - 250,000; Full time

Benefits offered by this job

Bonus potential

Equity

Comprehensive benefits

Job summary

Simpplr is seeking a seasoned Global Customer Success leader to own strategy and execution of the CS function. You will lead a high-performing global team driving product adoption, retention, and expansion across our customer base, mentoring team members and serving as an escalation point for senior customer executives.

In this senior role, you will partner with the SVP of Customer Experience and work across Sales, Product, and Support to deliver outcomes in a fast-growing SaaS environment.

Qualifications

• 10+ years in customer success, account management or post-sales with at least 5 years in a global leadership role at a SaaS company
• Experience leading a high-performing global CS/CSM team driving adoption, retention and expansion
• Strong analytical and data-driven decision-making with customer health monitoring and reporting
• Proven ability to build executive relationships at enterprise customers
• Comfort interacting with senior executives and navigating large organizations

Responsibilities

• Own strategy and execution of the Global Customer Success function
• Lead and mentor a global team to improve product adoption and customer experience
• Drive retention, expansion, and renewal outcomes across the customer base
• Collaborate cross-functionally with Sales, Product, and Support to deliver outcomes
• Serve as escalation point for key customers and executive sponsors

Skills

Leadership

Strategic thinking

Executive presence

Stakeholder management

Analytical thinking

Cross-functional collaboration

Tools

Gainsight

CRM systems

Job description

Hybrid - Redwood City, CA, US; Remote US

May 30, 2025

$210,000 - $250,000/year

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 atsimpplr.com .

The Opportunity

As a company that is undergoing significant growth, Simpplr is seeking to hire an experienced leader to manage our Global Customer Success Management (CSM) team. This senior leadership role reports to the SVP of Customer Experience. In this role, you will own the strategy and execution of the Customer Success function. You will lead a high-performing global team to drive product adoption, customer experience, retention and expansion across our customer base. You will mentor and coach your team to provide them guidance and support while also serving as an escalation point for customers. You are comfortable interacting with senior-level executives (both internally and externally) and can navigate through an organization. You thrive in a fast-paced environment.

Your Job Responsibilities

What you will be doing:

Team Management

Operational Excellence

Cross-functional Collaboration

Your Skillset

What makes you a great fit for the team:

• Experience in a startup, high-growth environments, and comfort with rapid change
• 10+ years of experience in customer success, account management or post-sales with at least 5 years of experience in a global leadership role at a SaaS company
• Results driven leader with a proven track record of delivering customer and business outcomes including improved retention, adoption and upsell / expansion
• Experience working with a diverse customer base (Enterprise, Commercial, SMB) across multiple geographies
• Demonstrated ability to build and scale teams, develop talent, and foster a high-performance, customer-centric culture
• Strong analytical and data-driven decision-making skills, with expertise in customer health monitoring and reporting
• Deep understanding of SaaS business models, customer lifecycle management, and success metrics
• Strong communication, executive presence and stakeholder management skills
• Proven record of building strong executive relationships at enterprise customers
• Strategic thinker who can roll-up their sleeves and execute in a fast paced environment
• Outstanding interpersonal skills and can quickly build strong partnerships cross-functionally
• Experience with Customer Success tools (e.g., Gainsight) and CRM platforms
• Operational rigor and systems thinking across the customer lifecycle, with a passion for process improvement and efficiency

Our job titles may span more than one career level. The starting base pay for this role is between $210k - $250k. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity and benefits.

Simpplr is proud to be an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or genetics.

General Benefits Statement:

Simpplr provides a competitive compensation package along with full health, vision and dental benefits. We believe in work-life integration and offer a flexible work environment. These benefits, coupled with an amazing team of individuals who believe in our mission and value openness, collaboration and teamwork, make Simpplr an incredible place to work.

#LI-HYBRID

Pay Range

$210,000—$250,000 USD

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.

Simpplr

Simpplr is the AI-powered platform that unifies the digital workplace to transform the employee experience.

Simpplr enhances employee experience through its AI-driven platform, empowering over 1,000 leading brands to create connected and productive digital workplaces.

Software Development Technology, Information and Internet Technology, Information and Media

3 Twin Dolphin Dr, Suite 160, Redwood City, California 94065, US WeWork 32nd Milestone, 4th Floor, Gurugram, Haryana 122001, IN