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 - Lead Customer Success Manager

We are looking for a strategic Lead Customer Success Manager to spearhead client relationships and drive the growth of our customer success initiatives. In this role, you will lead a team that will be the primary point of contact for clients, managing escalations, and ensuring retention and renewals. You will leverage data and insights to provide strategic consultation, improve product adoption, and develop effective strategies to scale our operations. The ideal candidate will have a strong ability to foster meaningful partnerships, enhance customer satisfaction, and deliver impactful solutions that align with our clients' goals.

Responsibilities:

- Lead and mentor a team of Customer Success Managers, guiding and training them to ensure top-notch client handling experience and delivering high-value consultations.

- Build and maintain strong, long-term relationships with clients, managing overall account responsibilities, including retention and renewals, while ensuring continuous value delivery and customer satisfaction.

- Design and implement processes that focus on customer engagement, proactively consulting clients on how to maximize product usage and improve adoption to drive tangible business outcomes.

- Identify and capitalize on opportunities to drive customer growth, satisfaction, and retention, while proactively working to expand customer relationships through upsells and referrals.

- Create and deliver comprehensive reports on key customer success metrics, including customer satisfaction, performance indicators, churn, revenue per customer and retention, to monitor success and inform strategy.

- Collaborate closely with cross-functional teams to address customer queries, resolve issues, and continually improve the overall customer experience.

Skills required:

- 4- 6 years of Account Management or other customer-facing experience.

- Graduate degree in Engineering, Business, or Hotel Management plus an MBA

- Excellent written and verbal communication skills. Ability to convince internal stakeholders and customers.

- Solid analytics skills and business acumen.

- Good knowledge of Excel. Understanding Google Analytics and e-commerce is a plus.

- Ability to work in cross-functional teams.

- Experience in delivering client-focused solutions based on customer needs

- Excellent listening, negotiation and presentation skills

- Ability to prioritize among competing tasks

- Keen attention to detail and adherence to deadlines.

- Knowledge of e-commerce, Web analytics & SEO is a plus.