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Role Description

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.

• 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.

Qualifications

• 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.
• 5+ years in a high-growth SaaS environment, specifically in a technical customer-facing role (CSM, Account Management, or Technical Account Management).
• Proven track record of carrying a quota and successfully managing renewals and expansions. You understand the "business of engineering."
• Exceptional communication skills with the ability to navigate complex organizational structures and influence senior decision-makers.
• 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.
• A "team-first" mentality. You thrive in a "team-selling" environment where you work hand-in-hand with Sales and Technical Account Teams.

Benefits

• 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.
• Opportunity to work with cutting-edge technology that is redefining the CAE industry.

Company Description

SimScale - revolutionising the way engineers design and validate their products.