Customer Success Manager

First Things First - What We Can Offer You

• Responsible Time Off
• Opportunities for growth and development
• Second-to-none product training provided
• Comprehensive medical, dental, vision package with 100% employer paid options
• 401k/Retirement Plan with 6% employer match
• Flexible work environment
• Dog-friendly office environment
• Free parking
• Happy hours and office games
• Ground-breaking parental leave program
• $5k Travel Grant for medical procedures
  
  
  

The Job

Our Customer Success Managers play a crucial role handling a book of business of around 200 mid-size customers to ensure they get the outcomes they planned for when they started their Simpro Group journey - as well as finding new ones along the way! You will proactively engage with mid-size customers, ensuring they are achieving their goals, facilitating issue resolution, assisting in product utilisation improvement, and driving sustained customer success.

What You’ll Do

• Own a portfolio of mid-size clients, act as a point of contact for our customers, with a focus on retention and increasing adoption of Simpro.
• Build, execute and track joint plans with your customers to use the Simpro platform to meet their business goals.
• Spot and generate opportunities for growth amongst customers, including upselling and cross-selling additional Simpro products.
• Monitor and flag customer health and any churn risk and own intervention and remediation plans.
• Become the face of Simpro and co-ordinate the wider teams and resources to help coordinate a successful resolution for our customers.
• Maintain and effectively demonstrate an advanced knowledge the Simpro suite of products.
• Accurately track accounts to identify and escalate any churn risk whilst actively work to improve customer health and retention.
• Showcase excellent customer relationship management strategies.
• Deliver scheduled meetings with Key Decision Makers and Simpro Champions.
  
  
  

What You’ll Bring

• Experience in a customer facing role within Customer Success Management, Account Management, or technical implementation in a SaaS company.
• Genuine curiosity about our customers’ business - their challenges and goals and an ability to translate those into the adoption of SaaS software and proactively recommend additional use cases our customers may not have considered.
• Have a customer-centric approach, with a desire to deliver the best for our customers.
• Be proactive and enjoy collaborating across teams to deliver great commercial outcomes.
• Good interpersonal skills and the ability to build trust and rapport with stakeholders at all levels.
• Be tech savvy and have the desire to learn, along with the ability to convey complex technical topics with simplicity.
• Exceptional customer service and troubleshooting/problem solving skills.
• Ability to work effectively under pressure and to perform well in a team dynamic.
• Experience working with business process software in a customer-facing role would be a benefit.
  
  
  

Core values required of all Simpro employees:
We Are One Team
We Own It
We Innovate
We Care
We Have Fun
We Understand

At Simpro we have an open culture and we believe in direct communication and diversity. This means that we want everyone to feel welcome with us and to provide equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.

So, if you'd like to join a fun and progressive organisation where there are opportunities to develop your career, please apply now with your CV/resume.

• Please note, no agencies will be accepted in the recruitment of this role. We would like to take this opportunity to thank all candidates for their application. Only candidates who meet the criteria above will be contacted for an interview.