Customer Success Manager (m/f/d)

SimScale; United States; Hybrid; USD 80,000 - 120,000; Full time

Job summary

SimScale is seeking a Strategic Customer Success Manager to lead a dedicated cohort of customers. This role drives the post-sales lifecycle, ensuring SimScale is a key driver of customers' product development success. Candidates must have 5+ years in a SaaS technical customer-facing role, a Bachelor's degree in Engineering, and strong commercial acumen. Join a diverse team where Customer Success fuels growth and innovation in the CAE industry.

Qualifications

• 5+ years in a high‑growth SaaS environment, in a technical customer-facing role.
• Direct experience or understanding of CFD, FEA, or Thermal Analysis.
• Proven track record of managing renewals and expansions.

Responsibilities

• Act as a trusted advisor aligning capabilities with strategic goals.
• Own the commercial health of the customer cohort.
• Lead Strategic Business Reviews focusing on ROI and value realization.
• Identify 'at-risk' accounts and execute recovery strategies.
• Serve as the 'Voice of the Customer' internally.
• Leverage automation and best practices to manage the portfolio.

Skills

Customer-facing role experience

Commercial acumen

Executive presence

Strategic mindset

Collaboration

Education

Bachelor's degree in Engineering

Tools

Salesforce

HubSpot

Job description

About the Role

The Customer Success team at SimScale is at the heart of our mission: making high‑fidelity engineering simulation accessible to everyone, everywhere. We don’t just manage accounts; we act as strategic partners to some of the world’s most innovative engineering teams.

As a Strategic Customer Success Manager, you will be the commercial and strategic lead for a dedicated cohort of customers. In this high‑impact, quota‑carrying role, you function as the "CEO of your book of business," driving the entire post‑sales lifecycle. You will be responsible for ensuring that SimScale is not just a tool, but a critical driver of our customers' product development success. By bridging the gap between technical engineering requirements and corporate business objectives, you will directly influence SimScale's Net Revenue Retention (NRR) and market leadership.

The Impact You Will Make

• Strategic Advisory: Act as a trusted advisor to VP, Directors, Executives and Engineering Champions, aligning SimScale’s capabilities with their top‑level strategic goals (e.g., reducing time‑to‑market, cutting prototyping costs).
• Portfolio Ownership: Own the end‑to‑end commercial health of your customer cohort. You are responsible for ARR retention, identifying expansion (upsell/cross‑sell) pathways, and delivering accurate revenue forecasts to leadership.
• Value Realization: Lead Strategic Business Reviews (SBRs) and QBRs that go beyond usage metrics, focusing on ROI, value realization, and the business impact of CAE adoption.
• Risk Mitigation: Proactively identify "at‑risk" accounts through data‑driven health monitoring and execute sophisticated recovery and mitigation strategies.
• Cross‑Functional Leadership: Serve as the "Voice of the Customer" internally. You will partner with Product and Engineering to influence the roadmap and collaborate with Marketing to turn successful customers into public advocates and case studies.
• Scale & Innovation: Leverage automation and CS best practices to manage your portfolio efficiently, ensuring a high‑touch experience through one‑to‑many strategies where appropriate.

What We Expect from You

• The Technical Foundation: A Bachelor's degree in Engineering (Mechanical, Aerospace, or similar). Direct experience or a deep understanding of CFD, FEA, or Thermal Analysis is highly preferred.
• The Experience: 5+ years in a high‑growth SaaS environment, specifically in a technical customer‑facing role (CSM, Account Management, or Technical Account Management).
• Commercial Acumen: Proven track record of carrying a quota and successfully managing renewals and expansions. You understand the "business of engineering."
• Executive Presence: Exceptional communication skills with the ability to navigate complex organizational structures and influence senior decision‑makers.
• Strategic Mindset: You don't just solve tickets; you solve business problems. You are comfortable with CRM data (Salesforce/HubSpot) and use it to drive your strategy.
• Collaboration: A "team-first" mentality. You thrive in a "team‑selling" environment where you work hand‑in‑hand with Sales and Technical Account Teams.

Why SimScale?

You will join a team where Customer Success is recognized as the primary engine for company growth. You’ll have the autonomy to build your own strategy for your portfolio and the opportunity to work with cutting‑edge technology that is redefining the CAE industry.

Location

EMEA (CET) or US (EST/CST).

Diversity, Equity and Inclusion at SimScale

At SimScale, we look beyond borders and hire great talent from all parts of the world. With our team consisting of people from various backgrounds, we truly embrace diversity and encourage everyone to be themselves. We are unified by curiosity, dedication and our team spirit! As an equal opportunity employer, we acknowledge that our employees have different aspirations and career goals, and therefore are committed to create a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. A copy of SimScale’s full recruiting guideline can be made available on request.