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
