Customer Success Manager (Account Manager)

Work from
Full Time
Opening date
Closing date
1 Mar 2022

We are looking for a proactive Customer Success Manager to serve as the primary relationship manager for a set of high value customers. This person will be responsible for customer onboarding, retention, growth and overall success with SimSpace. They’ll identify customer needs, enable customers to achieve their business goals, encourage product engagement and adoption, and collect product and customer experience feedback along the way. This person will be responsible for a portfolio of customers, for whom they will manage regular touchpoints for and coordinate training, troubleshooting and other engagements as needed. Customer Success Managers also contribute to the development of training materials for our customers as part of a broader Customer Success initiative.

You will:

  • Oversee and shape the customer relationship management process, from onboarding of new customers to ongoing customer lifecycle management.
  • Serve as a dedicated account manager for multiple accounts and develop close working relationships through regular, proactive touchpoints with customers.
  • Keep a pulse on customers’ evolving business objectives and priorities while demonstrating the value of SimSpace and advising on best practices and new potential use cases.
  • In doing the above, get ahead of contract renewal discussions while seeking out opportunities for upsells and cross-sells.
  • Significantly contribute to the tracking of key performance metrics such as time to onboard, retention rates, Net Promoter Score and Customer Health Score. Leverage this data to establish Customer Success playbooks and advocate for product and process improvements.
  • Collaborate closely with our Customer Success, Range Operations, Content Development, Product and Engineering teams.
  • Help develop customer-facing training materials as needed. This includes videos and help documentation for how to use the platform.
  • Serve as a product expert. You’ll be keeping up with new features to show off to our customers while providing quality feedback to our product and engineering teams regarding customer requests, issues and trends.

You’re a good fit for this role if you are:

  • A positive, energetic and empathetic communicator
  • A tech savvy, self-sufficient, resourceful learner
  • A self-managed self-starter who is confident and accountable for your work
  • A process-oriented task-juggler with strong attention to detail
  • An innovative problem solver who is excited to come up with new solutions
  • A flexible team player who is open to change and ambiguity
  • Eager to be in a challenging environment in a fast-growing tech company

SimSpace is an Equal Opportunity Employer and provides extensive Benefits including:

  • Competitive salary and benefits (medical, dental, company-paid vision, 401k, savings and spending accounts, Employee Assistance Program, company-paid Life and AD&D Insurance)
  • Equity options at hire and potential for additional based on performance
  • Semi-flexible hours, with the expectation that you overlap the main part of the day to serve our customers, meet deadlines, collaborate with colleagues and attend key meetings.
  • We are a hybrid remote/in-person company with an amazing office in Boston’s Fort Point. We also have a distributed team outside of Boston. We are currently all remote to follow COVID-19 precautions. We do value in-person collaboration, so if you’re located in Boston, we’d love to have you in the office when it’s possible!
  • Unlimited paid time off
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