Overview:

As a Senior Customer Success Manager, you will play a pivotal role in ensuring our customers' success and satisfaction. You will be responsible for developing and maintaining strong relationships with SMB and Commercial clients, understanding their needs, and providing strategic guidance to help them achieve their goals. Your expertise in customer success strategies, combined with your excellent communication and problem-solving skills, will be instrumental in driving customer retention and growth.

Key Responsibilities:

• Client Relationship Management:
• Build and maintain strong relationships with key clients, serving as their trusted advisor.
• Proactively engage with clients to understand their business objectives and challenges.
• Act as the primary point of contact for escalations and issue resolution, ensuring timely and effective resolution of client concerns.
• Strategic Account Management:
• Develop and implement strategic account plans to drive customer success and maximize value for both the client and the company.
• Identify opportunities for upselling and cross-selling additional products or services to existing clients.
• Collaborate with internal teams, including sales, product management, and support, to align strategies and ensure seamless delivery of solutions to clients.
• Account Health Assessment and Risk Mitigation:
• Assess the health of client accounts by tracking product adoption and usage patterns.
• Identify potential risks to customer satisfaction and retention.
• Develop and implement risk mitigation plans to proactively address issues and minimize churn.
• Collaborate with internal teams to ensure the timely resolution of any identified risks or challenges impacting customer success.
• Customer Advocacy:
• Champion the voice of the customer within the organization, advocating for enhancements to products or processes based on client feedback and insights.
• Work closely with the product development team to prioritize feature requests and enhancements that align with customer needs and objectives.
• Performance Monitoring and Reporting:
• Track and analyze key performance metrics related to customer satisfaction, retention, and expansion.
• Generate regular reports and presentations to communicate VoC, performance trends, opportunities, and challenges to internal stakeholders and senior management.
• Team Leadership and Mentoring:
• Provide guidance and mentorship to junior members of the customer success team, helping them develop their skills and achieve their goals.
• Foster a collaborative and supportive team environment, encouraging knowledge sharing and best practices.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred.
• Proven experience (5+ years) in a customer success or account management role in a B2B SaaS environment (this is a must).
• Demonstrated track record of managing complex client relationships and driving customer success initiatives.
• Strong analytical skills with the ability to interpret data and trends to inform decision-making.
• Excellent communication and presentation skills, with the ability to effectively articulate complex concepts to both technical and non-technical audiences.
• Strategic thinker with a proactive and solution-oriented approach to problem-solving.
• Team player with strong leadership abilities and a passion for mentoring and developing others.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health benefits package.
• Flexible work arrangements, including remote options.
• Opportunities for professional development and career growth.
• Dynamic and collaborative work environment with a focus on innovation and creativity.

Join our team and make a significant impact on the success of our clients while advancing your career in customer success management!

The Opportunity

Simpplr is a recognized leader in the digital workplace and employee experience space, with a rapidly expanding product portfolio and a vision to redefine how work happens. As we continue to scale, we’re hiring a Senior Product Marketing Manager to own Simpplr’s employee voice, recognition, and frontline engagement experiences, driving insight, connection, and action across the workforce.

This role is responsible for the end-to-end go-to-market strategy and execution for these portfolio areas, including new innovations, feature evolution, and customer adoption. You will play a central role in shaping how these capabilities are brought to market, how they support customer outcomes, and how they contribute to Simpplr’s broader platform strategy.

Reporting to the Director of Product Marketing, this role partners closely with Product, Sales, Enablement, and Customer teams to drive successful launches and sustained market impact.

Your Responsibilities

What you will be doing:

Portfolio Ownership and Go-to-Market Leadership

• Own the end-to-end go-to-market strategy and execution for Simpplr’s employee voice, recognition, and frontline engagement portfolios.
• Lead planning and execution for new innovations and major enhancements, from early product shaping through launch, enablement, and adoption.
• Partner with Product to influence roadmap priorities and ensure market readiness for upcoming releases.
• Develop and maintain the core enablement assets required to support selling, expansion, and competitive differentiation, including decks, one-pagers, demos, battlecards, and RFP-ready narratives.
• Partner with Sales, Enablement, and Customer teams to support active opportunities, frontline-heavy deployments, and expansion motions within your portfolio.

Cross-Functional and Market Leadership

• Serve as the primary product marketing point of contact for your portfolio across Product, Sales, Enablement, Customer Success, and Analyst Relations.
• Maintain an up-to-date understanding of customer needs, market dynamics, and competitive activity across employee engagement, listening, recognition, and frontline solutions.
• Support analyst briefings, evaluations, and inquiries related to your areas of ownership.

Your Skillset

What makes you a great fit for the team:

• 4+ years of product marketing experience in B2B SaaS or enterprise software.
• Demonstrated experience owning go-to-market execution for products or portfolios, including launches, enablement, and adoption.
• Strong ability to partner cross-functionally with Product, Sales, Enablement, and Customer teams.
• Experience supporting enterprise sales cycles and complex buying environments.
• Proven ability to create effective enablement assets that drive understanding and impact in the field.
• Ability to balance strategic thinking with hands-on execution across multiple initiatives.
• Experience or strong interest in employee engagement, recognition, HR technology, or workforce platforms.
• Familiarity with selling to HR, Internal Communications, Operations, or frontline leadership audiences.
• Experience supporting or marketing to frontline-heavy enterprise organizations is a plus.

Benefits:

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.

About the Role

We’re looking for a passionate QA Engineer who enjoys writing clean, reliable automation code and wants to work on next-generation test frameworks and internal QA tools.
You’ll collaborate with senior engineers to strengthen our Playwright + TypeScript-based automation ecosystem, helping improve reliability, coverage, and developer experience.

Key Responsibilities

• Design and develop UI and API automation tests using Playwright with TypeScript.
• Contribute to our in-house automation framework, enhancing utilities, fixtures, and reusable modules.
• Maintain high-quality, readable test code and assist in debugging and triaging issues.
• Partner with developers and QA leads to ensure smooth feature validation and stable releases.
• Participate in POCs and explore modern testing tools and best practices.
• (Optional) Contribute to performance testing using k6 or similar tools.

Must-Have Skills

• 1–3 years of hands-on experience in Playwright using TypeScript / JavaScript
• Strong programming fundamentals in TypeScript / JavaScript.
• Hands-on experience with Playwright
• Solid grasp of testing concepts — selectors, assertions, waits, test design, and debugging.
• Basic understanding of API testing (REST).
• Familiarity with Git and basic command-line workflows.
  
  

Nice-to-Have Skills

• Exposure to k6 or other performance testing tools.
• Basic awareness of test reporting, failure categorization, or test analytics.
• Interest in framework design and tooling to improve quality
  
  

Why Join Us

• Work on a cutting-edge QA automation framework built with modern tech (TypeScript, Playwright, Node.js).
• Go beyond writing tests — learn how frameworks, utilities, and tools are built.
• Collaborate with senior automation engineers who value clean code and engineering excellence.
• Great learning curve, modern tools, and ownership-driven environment.