Department Customer Success

Designation Assistant Vice President – Customer Success

Location Bangalore

Reporting To Vice President – Design & Product

The Head of Customer Success is a seasoned leader in Customer Success and Professional Services, responsible for overseeing the Customer Success function and delivering exceptional workplace experiences across all Simpliwork product offerings. This role requires a strategic, customer-centric leader who can drive engagement, retention, and revenue growth while balancing the unique needs of Simpliwork's two business models: Ready-to-Move-In Offices and Managed Office Solutions. The individual will blend customer success strategy, operational excellence, community engagement, and service delivery to ensure a seamless end-to-end customer journey.

The ideal candidate is a proactive and dynamic leader with a passion for building high-performing teams, scaling customer success initiatives, and fostering long-term customer relationships. They will play a pivotal role in enhancing customer satisfaction, influencing product and service improvements, and contributing to the organization's growth and transformation objectives.

Role & Responsibilities

Define and execute differentiated customer success strategies for Ready-to-Move-In and Managed Office solutions, ensuring engagement models, service delivery, and value realization are aligned to the unique needs of each customer segment.
Lead, mentor, and grow the Customer Success team while driving performance through clear objectives and performance matrices.
Drive customer retention, satisfaction, engagement, and lifetime value through proactive customer success programs.
Lead customer engagement and community-building initiatives through events and networking programs.
Oversee end-to-end customer operations in coordination with facility teams, ensuring exceptional customer experience, compliance, and consistent brand standards across all locations.
Collaborate with cross-functional teams to identify upsell, cross-sell, and customer growth opportunities, and contribute to revenue expansion by improving customer advocacy and long-term account success
Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization.
Partner with Leasing (sales), Operations, Facilities, Marketing, and Leadership teams to ensure alignment on customer objectives and business priorities.
Establish and track key customer success metrics, including retention, NPS, CSAT, engagement, and expansion revenue.
Ensure operational efficiency through data-driven decision-making, governance, and continuous process improvement.
Develop reporting mechanisms and dashboards to provide visibility into customer health, business outcomes, and team performance.

Skillset required

Experience in Customer Success, Account Management, Hospitality, Workplace Experience, Real Estate, or related industries.
Proven experience leading customer-facing teams and managing enterprise customer relationships.
Strong leadership, stakeholder management, and operational excellence capabilities.
Excellent communication, relationship-building, and problem-solving skills.

Experience (Years) required

15+ years of relevant experience

Qualification

Hotel Management Graduate/ Graduate