Manager / Director – Customer Success
About Simplotel:
Simplotel is a Bangalore based Software-as-a-Service (SaaS) company helping over 3,000 hotels across 26 countries grow their direct business. We are powering e-commerce for some of the largest hotels in India. The name Simplotel comes from a combination of Simple and Hotel - our mission is to Simplify the life of hoteliers through technology. Simplotel is a ‘Shopify for Hotels’, was founded in October 2013, and is funded by Go-MMT - India’s largest Online Travel Agency
*Simplotel was awarded the best startup in travel & hospitality for 2021 by Startup India, an initiative of the Union Ministry of Commerce & Industry in India.
(https://www.startupindia.gov.in/nsa2021results/travel.html)
Position: Manager / Director Customer Success and Account Management
As a Manager / Director, you will lead Simplotel's Customer Success organization, owning customer retention, expansion, and long-term customer value. This role is responsible for building a high-performing team that partners closely with customers to drive product adoption, maximize business outcomes, and deliver an exceptional customer experience. Success in this role will directly contribute to customer growth, product adoption, and Simplotel's long-term revenue and profitability.
Responsibilities:
Build, lead, and develop a high-performing team of Customer Success Managers through coaching, mentorship, and performance management, fostering a culture of customer excellence and accountability.
Establish and optimize scalable customer success processes that deepen customer relationships, maximize product adoption, and help customers realize measurable business value.
Develop and maintain executive relationships with strategic customers, serving as the executive escalation point for critical issues while driving customer renewals, retention, upsells, cross-sells, increased room nights, and long-term revenue growth.
Monitor and present customer success metrics, including customer health, satisfaction, retention, churn, and expansion, providing data-driven insights and strategic recommendations to senior leadership.
Qualifications
Bachelor's degree in Engineering preferred; MBA is a plus.
8-12 years of experience in Customer Success, Account Management, or other customer-facing leadership roles.
Proven experience in building, leading, and developing high-performing teams.
Proven experience in building, leading, and developing high-performing teams.
Excellent communication, negotiation, and stakeholder management skills.
Strong analytical skills with proficiency in Excel; knowledge of Google Analytics and e-commerce is a plus.
Strong consultative mindset with the ability to identify revenue growth opportunities and provide strategic recommendations that help customers maximize business outcomes.
Ability to manage multiple priorities and thrive in a fast-paced environment.
High attention to detail and strong execution skills.