Customer Success Manager

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

• 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.

• 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.

• 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.

• 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 resulting in growing existing accounts
• Highly organized, detail-oriented, and able to manage multiple priorities.
• Effective communication and collaboration skills.
• Proof of eligibility to work in the United States
• Permanent residence in the United States
• Willingness to travel 10-15% for work

This is a full-time, remote position. Candidates must live within the United States. I
n addition, candidates will also be expected to attend major simulation conferences and/or in-person meetings, potentially as frequently as monthly.

PREFERRED…