Head of Customer Success - Assistant Vice President

Role Overview Simpliwork is looking for an experienced and dynamic Head of Customer Success to lead and scale the Customer Success function across its two core business verticals: Ready-to-Move-In Offices and Managed Office Solutions. Reporting to the Vice President of Design and Product, this senior leadership role is ideal for a customer-centric professional who thrives in building high-performing teams, driving engagement strategies, and delivering outstanding workplace experiences. The role carries significant responsibility in shaping customer journeys, influencing product improvements, and contributing to the long-term growth of the organisation. Key Responsibilities - Define and implement tailored customer success strategies for Ready-to-Move-In and Managed Office segments aligned to each customer segment's unique needs - Lead, mentor, and scale the Customer Success team by establishing clear performance objectives and evaluation frameworks - Drive customer retention, satisfaction, and lifetime value through proactive engagement programs and initiatives - Spearhead community-building efforts through networking events and customer engagement programs - Oversee end-to-end customer operations in collaboration with facility teams to ensure brand consistency and compliance across all locations - Identify and support upsell, cross-sell, and account growth opportunities in partnership with cross-functional teams - Serve as the voice of the customer within the organisation and promote a customer-first culture among internal stakeholders - Collaborate with Leasing, Operations, Facilities, Marketing, and Leadership teams to align on customer and business priorities - Define, track, and report on key metrics including NPS, CSAT, retention rates, and expansion revenue - Build reporting dashboards that provide real-time visibility into customer health, team performance, and business outcomes Required Qualifications - Graduate in Hotel Management or any relevant discipline - 15 or more years of experience in Customer Success, Account Management, Hospitality, Workplace Experience, or Real Estate - Proven track record of managing enterprise customer relationships and leading customer-facing teams - Strong capabilities in leadership, stakeholder management, and operational excellence - Excellent communication, relationship-building, and analytical problem-solving skills - Experience with data-driven decision-making and continuous process improvement Why Join Us Simpliwork offers a transformative work environment where you can shape the future of workplace experiences across India. This is a rare opportunity to lead a high-impact function at a growing organisation and make a meaningful difference in how businesses experience their workspaces.

- 15+ years of experience in Customer Success, Account Management, Hospitality, or Real Estate - Proven experience leading enterprise customer relationships and customer-facing teams - Strong leadership and stakeholder management capabilities - Excellent communication and relationship-building skills - Experience with NPS, CSAT, and customer health metrics - Data-driven mindset with experience in dashboards and reporting - Hotel Management Graduate or equivalent qualification - Ability to collaborate across Sales, Operations, Facilities, and Marketing teams

- Senior leadership role with strategic impact - Opportunity to work with a fast-growing workspace solutions company - Cross-functional collaboration with top leadership teams - Full-time permanent position