Simplotel - 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.

Location: Bangalore