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Customer Success Team Lead

Customer Success Team Lead
Posted
Jan 30

SimScale is an engineering simulation platform that is revolutionizing the way engineers, designers, scientists, and architects design products. The SimScale platform is accessible completely via a web browser, with an easy-to-use interface which supports numerous simulation types including Structural Mechanics, Fluid Dynamics and Thermodynamics.

By harnessing the power of the cloud for simulation, SimScale eliminates the hurdles that accompany traditional simulation tools: high installation costs, licensing fees, deployment of high-performance computing hardware, mandatory update...Read more

SimScale is an engineering simulation platform that is revolutionizing the way engineers, designers, scientists, and architects design products. The SimScale platform is accessible completely via a web browser, with an easy-to-use interface which supports numerous simulation types including Structural Mechanics, Fluid Dynamics and Thermodynamics.

By harnessing the power of the cloud for simulation, SimScale eliminates the hurdles that accompany traditional simulation tools: high installation costs, licensing fees, deployment of high-performance computing hardware, mandatory updates and maintenance. Users always have the latest version of SimScale.

 

Your Opportunity

For this customer-facing role, we are looking for a driven, energetic and entrepreneurial Customer Success Team Lead (m/f/d) to lead Customer Success and support our global customer base.

In this quota-carrying role, you will ensure SimScale's customers get true business value from embedding SimScale in their product design process. You will own customer satisfaction, net retention and expansion for all existing customers. You will ensure renewal, expansion, adoption, training, support are managed at the highest level of excellence in order to build long-term strategic relationships and ensure optimal customer experience and outcomes. You will be the Voice of the Customer internally and work closely with the Sales, Product Management and Engineering teams to influence the product features based on feedback from customers.

If you are ready to roll up your sleeves, get hands-on and are equally adept leading and motivating teams to high-performance, we would like to hear from you!

 

Your Responsibilities

  • Establish and engage stakeholders on a strategic and operational plan for strengthening Customer Success
  • Lead the Customer Success team to drive net retention and expansion through data-driven decision making, training and team building.
  • Lead the Customer Success team to build strategic relationships with customers  in multiple industry segments, ensuring their continued success
  • Identify and win up-sell and expansion opportunities to grow existing customer accounts and reach net negative churn
  • Consistently manage details of renewal opportunities and customer status information in SimScale’s CRM and provide accurate renewal forecasts
  • Serve as the “Voice of the Customer” and accelerate the adoption of SimScale by helping prioritize projects that deliver the best ROI within the shortest time frame
  • Develop ROI materials and conduct on-going meetings and events with key customer decision-makers to ensure subscription value is being achieved
  • Solve customer issues, and coordinate and prioritize timely resolutions with our Engineering team

 

Minimum Qualifications

  • 7+ years of leadership experience via previous management roles in B2B software sales, ideally SaaS, with a track record of developing high performing customer success or sales teams
  • Outstanding track record of achieving net negative churn in a B2B environment 
  • Professional industry experience with Engineering software
  • Data-driven mindset, focused on results, thriving in a fast-paced fast growth organization
  • Demonstrable success as a leader, able to attract and recruit top talent, is adept at coaching and getting the best out of the team
  • Excellent communication skills - comfortable presenting to senior executive management and large audiences
  • Multi-tasking, critical thinking skills and the ability to influence and manage multiple priorities are essential
  • In-depth CRM experience with Salesforce, MS Dynamics, or similar

 

Preferred Qualifications

  • Bachelors Engineering or physics degree or higher
  • Experience in a fast-paced, entrepreneurial startup environment
  • Hands-on experience with CAE (CFD or FEA as a focus)
  • Experience with Customer Success tools like Gainsight, ChurnZero, or similar

 

What you can expect from us

  • A growth organisation investing in your future 
  • An international and enthusiastic team with high technical expertise, dedication, and the opportunity to learn within your field
  • An independent, professional work environment, balanced with fun
  • Ambitious, self-responsible tasks and projects that leave space for creativity and offer the chance to learn a lot in a short time
  • Flexible working hours
  • The chance to provide thousands of engineers with the next generation of simulation technology that helps them be better at what they do best: designing the products of tomorrow

Are you looking to be our next Customer Success Team Lead (m/f/d), where you’ll be able to significantly affect the development of our company? Then we look forward to receiving your informative application via our online application system (including your salary expectations).

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