VP (Head) Global Customer Success - b2b HR Tech SaaS platform

Please Note the below before applying:

This is full time onsite role in our Noida office in Sector 59. We are absolutely not interested in remote candidates. We are looking for a leader who can be onsite and build a strong and innovative customer success culture. Should be a champion of building high performing culture and passionate about delivering outstanding experience. Should be able to handle pressure and thrive in chaotic and fast paced environments.

Should have prior experience with a large and successful SaaS platform ideally global and B2B. Should understand the lifecycle of sophisticated B2B SaaS products and driving customer engagement/growth. Should have been in stable and long-term employments. Not looking for job hoppers.

Looking for somebody who can start immediately or maximum within 30 days. The resource needs to work in a hybrid time zone like from 2 PM - 11 PM IST as this role spans across multiple geographies.

About SimplifyVMS

Head of Customer Success (VP title)

Position Overview

Customer Success Leader

This role is both strategic and hands-on—requiring strong leadership, operational expertise, and a passion for helping customers realize maximum value from our platform.

Key Responsibilities

Global Customer Relationship Management

• Own and manage executive-level relationships with strategic global customers across regions.
• Serve as the

  trusted advisor

  to clients, aligning SimplifyVMS capabilities to their business goals.
• Lead

  regular business reviews

  (QBRs) and performance assessments to drive continuous improvement.

Customer Growth & Retention

• Drive adoption, engagement, and platform utilization through proactive planning and enablement.
• Identify expansion opportunities and collaborate with sales on upsell/cross-sell strategies.
• Lead renewal strategy and mitigate churn by identifying risks early and driving remediation plans.

Customer Experience Excellence

• Champion a

  world-class experience

  across the customer journey from onboarding to maturity.
• Collaborate with Product, Support, and Implementation teams to ensure smooth onboarding and issue resolution. Own and manage the support ticket system.
• Continuously capture and share client feedback to inform product roadmap and innovation.

Data-Driven Success Management

• Define and track

  customer success KPIs

  , NPS, CSAT, adoption metrics, and churn indicators.
• Develop and manage playbooks, success plans, and escalation protocols.

Team Leadership & Collaboration

• Build and mentor a

  high-performing customer success team

  , including customer success managers and analysts.
• Foster a culture of accountability, empathy, and results across customer touchpoints.
• Partner cross-functionally with

  Sales, Product, Marketing, and Delivery

  teams to align strategies.

Requirements

• 12–15+ years

  of experience in customer success, account management, or program management—ideally within enterprise b2b SaaS, workforce solutions, or VMS/MSP environments.
• Proven track record of managing and expanding large global enterprise accounts.
• Deep understanding of

  contingent workforce management

  and vendor management best practices.
• Excellent

  communication, stakeholder management, and executive presence

  .
• Strong analytical and problem-solving skills, with ability to leverage data to drive decisions.
• Experience with

  Customer Success platforms

  (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce, HubSpot).
• Ability to lead in a fast-paced, customer-centric, tech-driven environment.

Preferred Qualifications

• Experience working with global teams and supporting customers across

  U.S., EMEA, and APAC

  .
• Prior experience with

  VMS platforms

  or HR technology solutions.
• Exposure to

  AI/automation

  technologies used in workforce or procurement solutions.

What We Offer

• A unique opportunity to

  shape the customer success strategy

  of a fast-growing VMS platform.
• Work with global enterprise clients and solve complex, impactful problems.
• A collaborative, innovation-driven culture.
• Competitive salary, bonus, and growth opportunities.