Customer Success Manager

About the Company

As a Customer Success Manager (CSM) at SimplifyVMS, you will be responsible for driving customer satisfaction, retention, and growth by ensuring clients achieve maximum value from our Vendor Management SaaS platform. You will serve as a trusted advisor to clients, building strong, long-lasting relationships and ensuring successful platform adoption, efficient usage, and continued optimization.

About the Role

Your primary goal will be to ensure that each client experiences ongoing success with SimplifyVMS, leveraging its capabilities in Supplier Management Systems (SMS), Contingent Workforce Management, and Procurement to streamline operations and meet their business objectives. You will focus on maintaining high levels of customer engagement, proactive problem-solving, and identifying opportunities for upselling, cross-selling, and platform expansion. This role requires a mix of customer relationship management, product expertise, and technical proficiency to drive customer success throughout the lifecycle of their engagement with SimplifyVMS.

Responsibilities

• Customer Onboarding & Adoption: Onboard new clients following successful implementation, ensuring they are well-equipped to begin using SimplifyVMS effectively from day one.
• Relationship Management & Strategic Guidance: Act as the main point of contact for ongoing client support, ensuring that clients feel heard, valued, and supported throughout their engagement with SimplifyVMS. Be a trusted advisor by offering strategic guidance on optimizing the use of SimplifyVMS to achieve business goals and improve operational efficiency.
• Product Adoption & Value Realization: Drive platform adoption and usage by educating customers on new features, advanced capabilities, and best practices that align with their unique business processes.
• Customer Health & Retention: Monitor client health metrics, including usage patterns, satisfaction scores, and overall engagement levels to identify early signs of dissatisfaction or potential churn risks.
• Issue Resolution & Escalation Management: Serve as the primary escalation point for clients, working to resolve product issues, operational challenges, or technical concerns in collaboration with internal teams (support, product, engineering).
• Training & Empowerment: Conduct regular training sessions, webinars, and workshops to empower clients with the knowledge and skills to maximize the value of SimplifyVMS.
• Client Advocacy & Feedback Loop: Serve as the voice of the customer, gathering insights, feedback, and suggestions, and sharing them with the product and engineering teams to drive continuous platform improvements.
• Reporting & Metrics Management: Provide quarterly business reviews (QBRs) and ongoing reporting to senior leadership and clients on performance, KPIs, and the overall value delivered by SimplifyVMS.
• Expansion & Growth: Identify and drive expansion opportunities, including additional modules, integrations, and services that enhance the client’s use of the platform. Collaborate with the Sales and Account Management teams to identify cross-sell and upsell opportunities, ensuring clients are aware of the full potential of SimplifyVMS.

Qualifications

• 5+ years of experience in a Customer Success Manager or Account Management role, ideally in SaaS, with a focus on enterprise clients.
• Proven ability to manage customer relationships at both the operational and executive levels, influencing decisions and driving outcomes.
• Familiarity with Vendor Management Systems (VMS), Supplier Relationship Management (SRM), and Procurement solutions is highly preferred.
• Strong interpersonal and communication skills, with the ability to articulate value propositions, influence stakeholders, and lead client conversations.
• Experience in managing complex relationships with multiple stakeholders, ensuring effective collaboration and problem-solving.
• Strong analytical skills to evaluate client data, identify patterns, and offer insights that drive product adoption and customer success.
• Proficient in troubleshooting and resolving product or service-related issues, often requiring cross-functional collaboration.
• Demonstrated success managing multiple customer accounts simultaneously while driving measurable outcomes and ensuring long-term customer retention.
• Familiarity with Agile methodologies, project management tools, and ability to manage customer success initiatives effectively.
• Understanding of APIs, data migration, integration tools, and analytics/reporting.
• Ability to quickly learn and communicate technical aspects of the SimplifyVMS platform to both technical and non-technical stakeholders.

Education

• Bachelor’s degree (or equivalent) in Business Administration, Technology, Procurement, Supply Chain Management, or a related field.

Preferred Skills

• Experience with SimplifyVMS, SAP, Coupa, Beeline, Fieldglass, or other Vendor Management platforms.
• Familiarity with CRM tools (e.g., Zoho, Salesforce, HubSpot) and customer success management platforms (e.g., Gainsight).
• Project Management certification (e.g., PMP, Scrum) or customer success certifications (e.g., CSAA, CCSM).