Manager, Support & Services

Lead our customer‑centric technical support and success team — managing PhD‑level engineers known for exceptional responsiveness and deep CFD expertise. You’ll build on our reputation for being genuinely helpful while driving scalable operations that maximize customer adoption, expansion, and retention. This role combines hands‑on support leadership with strategic customer lifecycle management to deliver predictable recurring revenue growth.

• Manage daily support operations delivering fast, high‑quality resolutions that customers genuinely value
• Execute structured onboarding programs that accelerate time‑to‑value and establish strong customer relationships from day one
• Build proactive engagement strategies: quarterly reviews, health checks, and early interventions for at‑risk accounts
• Develop customer health scoring using usage data, support patterns, and engagement metrics to predict churn and expansion

• Expand training programs across live instruction, on‑demand courses, and certification paths
• Develop and maintain SharePoint knowledge base ensuring current, accessible documentation and best practices
• Create self‑service resources and community forums that scale our helpful culture
• Track training effectiveness and correlation to product adoption and customer success
• Deploy team resources for proof‑of‑concept evaluations and technical validation in complex sales cycles
• Identify expansion opportunities through usage analysis and customer conversations—partner with Sales to close upsells and cross‑sells
• Conduct Executive Business Reviews demonstrating ROI and growth pathways
• Own renewal performance: forecast outcomes 90‑180 days ahead, implement risk mitigation strategies, partner with Sales on negotiations
• Track and improve gross retention rate (GRR) and net revenue retention (NRR) through data‑driven workflows
• Design premium support tiers and monetized consulting offerings customers will pay for

• Develop segmented engagement models (high‑touch for enterprise, low‑touch for mid‑market, tech‑touch for SMB)
• Establish dashboards tracking customer health, team performance, and revenue metrics
• Improve internal team communications and customer‑facing messaging for consistency and clarity
• Foster continuous improvement, technical excellence, and cross‑functional collaboration
• Build scalable processes and automation that enable team growth without proportional cost increases

• Bachelor’s degree in engineering, physics, mathematics, or related field
• 7+ years managing technical support or customer success in B2B engineering/scientific software
• Strong technical foundation in simulation, CAE tools, or engineering software (CFD/FEA experience preferred)
• Track record implementing customer lifecycle frameworks with measurable retention and expansion impact
• Experience with customer health scoring, renewal forecasting, and supporting complex sales cycles
• Proven ability to build high‑performing teams with clear metrics and accountability
• Exceptional communication across technical and executive audiences

• Advanced degree (MS/PhD) in engineering or physical sciences with CFD/DEM experience
• Track record improving NRR >110% and GRR >92% in subscription businesses
• Background in pre‑sales engineering, technical consulting, or monetizing support services
• Experience managing distributed or hybrid teams
• Experience developing training programs and technical knowledge management systems