Senior Customer Success Manager
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 - Senior 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.
Skills required:
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.
MBA or relevant postgraduate qualification is a plus.