Customer Success Manager

About this role

Customer Success Manager OUR COMPANY SimX is a fast-growing company bringing virtual and augmented reality to medical simulation training. At the end of 2024, we were acquired by Madison Industries, a partnership that has provided a surge in resources to accelerate our growth and mission. Our professional-grade VR system is the first of its kind, used by physicians, nurses, and paramedics to reduce medical errors. Since our product became generally available, demand has exploded; we are now used by 10 of the nation’s top 15 hospitals, including world-renowned institutions like the Cleveland Clinic, Mayo Clinic, and the University of Pennsylvania. Additionally, our technology is deployed across more than 50 US Military bases. We are looking for a mission-driven leader to help us continue this momentum and save lives through better training. THE JOB The Customer Success Manager owns a portfolio of customers and is responsible for onboarding, retention, expansion, and long-term adoption of SimX’s platform. We are looking for a collaborative and highly engaged Customer Success Manager to drive revenue growth across a set of existing customers while looking for ways to enhance the customer journey post-sale. If you are a strong communicator & negotiator, have an ownership mindset, and enjoy building relationships with your customers, then we invite you to apply. CORE RESPONSIBILITIES Customer Relationship & Success 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 their goals are being met. Stakeholder Engagement : Work closely with Educational Services to develop account strategies and ensure a seamless experience across the customer journey. Product & Technical Expertise 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 creative ways to maximize product utilization. Cross-Department Collaboration: Work with the customer support and educational services team to provide prompt, thorough support to clients during onboarding, and attend/support critical in-person training events and exercises. Sales & Revenue Strategy Ownership of the Post-Sale Journey : Own, drive, and manage the complete customer journey from onboarding to renewal to ensure high retention and satisfaction. Revenue Growth : Drive retention and expansion within your accounts through strong adoption, value realization, and strategic account planning. Risk Mitigation : Proactively maintain the book of business, identifying and communicating any retention risks to internal resources to develop effective resolution strategies. Commercial Management : Lead multiple customer touchpoints by engaging key stakeholders and managing the commercial aspects of the account. Operations & Reporting Process Improvement : Assist in developing and improving internal processes to make the post-sale team more effective and efficient. Data Integrity : Manage, track, and report all sales and success activities using Salesforce to ensure accurate data for the organization. Usage Tracking: Track monthly usage of customers, identify high-use and low-use customers, and develop strategies in partnership with Educational Services for driving greater platform adoption and utilization. MINIMUM REQUIREMENTS 2 - 4 years of experience as a Customer Success Manager, Account Manager, or similar customer-facing role within SaaS 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 resu

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