Manager - Customer Success

As a Manager/Director, you will lead Simplotel's Customer Success organisation, owning customer retention, expansion, and long-term customer value. This role is responsible for building a high-performing team that partners closely with customers to drive product adoption, maximise business outcomes, and deliver an exceptional customer experience. Success in this role will directly contribute to customer growth, product adoption, and Simplotel's long-term revenue and profitability.

Responsibilities

• Build, lead and develop a high-performing team of customer success managers through coaching, mentorship, and performance management, fostering a culture of customer excellence and accountability.
• Establish and optimise scalable customer success processes that deepen customer relationships, maximise product adoption, and help customers realise measurable business value.
• Develop and maintain executive relationships with strategic customers, serving as the executive escalation point for critical issues while driving customer renewals, retention, upsells, cross-sells, increased room nights, and long-term revenue growth.
• Monitor and present customer success metrics, including customer health, satisfaction, retention, churn, and expansion, providing data-driven insights and strategic recommendations to senior leadership.
  
  

• A bachelor's degree in engineering is preferred; an MBA is a plus.
• 8-12 years of experience in Customer Success, Account Management, or other customer-facing leadership roles.
• Proven experience in building, leading, and developing high-performing teams.
• Demonstrated ability to design and scale customer success processes, with strong business acumen and a proven track record of driving customer retention, renewals, and expansion.
• Excellent communication, negotiation, and stakeholder management skills.
• Strong analytical skills with proficiency in Excel; knowledge of Google Analytics and e-commerce is a plus.
• Strong consultative mindset with the ability to identify revenue growth opportunities and provide strategic recommendations that help customers maximise business outcomes.
• Ability to manage multiple priorities and thrive in a fast-paced environment.
• High attention to detail and strong execution skills.