Strategic Customer Success Manager - Onboarding & Growth

SimX, Inc; San Francisco (CA); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Remote work environment

401(k) matching

Company laptop

Home office credit

Internet reimbursement

Unlimited PTO

Job summary

SimX, Inc. seeks a Customer Success Manager to own onboarding, retention, expansion, and long-term adoption of our VR-based medical training platform.

You will nurture trusted partnerships, align with product roadmaps, and drive cross‑team collaboration throughout the customer journey. You will lead onboarding and training, monitor usage, and pursue revenue growth through retention and expansion strategies while coordinating with Educational Services and support teams.

Qualifications

• 2-4 years of experience in Customer Success Manager, Account Manager or similar.
• Strong track record of managing a book of business with retention and/or expansion targets.
• Proficiency in CRM systems (Salesforce or equivalent) as well as office software like Google Workspace or Microsoft Office.
• Consultative selling experience resulting in growing existing accounts.
• Highly organized, detail-oriented, and able to manage multiple priorities.
• Effective communication and collaboration skills.
• Proof of eligibility to work in the United States
• Permanent residence in the United States
• Willingness to travel 10-15% for work

Responsibilities

• Trusted Partnership: Develop deep, trusted relationships within accounts to serve as a primary point of contact and advisor.
• Success Planning: Partner with customers to define clear success criteria and conduct regular Business Reviews to ensure goals are met.
• Stakeholder Engagement: Work with Educational Services to develop account strategies and ensure a seamless experience across the customer journey.
• Technical Onboarding: Lead comprehensive virtual and in-person onboarding, training (including VR hardware/software setup), and refresher sessions for new and key clients.
• Roadmap Alignment: Support and drive customer understanding of the SimX product roadmap, recommending ways to maximize product utilization.
• Cross-Department Collaboration: Work with support and educational services to provide prompt, thorough support and attend training events.
• Ownership of the Post-Sale Journey: Own, drive, and manage onboarding to renewal for high retention and satisfaction.
• Revenue Growth: Drive retention and expansion through adoption and value realization.
• Risk Mitigation: Identify retention risks and coordinate resolution strategies.
• Commercial Management: Lead multiple touchpoints with stakeholders and manage account finances.
• Process Improvement: Help develop internal processes to improve post-sale efficiency.
• Data Integrity: Use Salesforce to track and report all sales and success activities.
• Usage Tracking: Monitor monthly usage and develop adoption strategies with Educational Services for greater utilization.

Skills

CRM proficiency

Account management

SaaS experience

Communication

Travel readiness

Tools

Salesforce

Google Workspace

Microsoft Office

Job description

SimX, Inc. seeks a Customer Success Manager to own onboarding, retention, expansion, and long-term adoption of our VR-based medical training platform.

You will nurture trusted partnerships, align with product roadmaps, and drive cross‑team collaboration throughout the customer journey. You will lead onboarding and training, monitor usage, and pursue revenue growth through retention and expansion strategies while coordinating with Educational Services and support teams.