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

Customer Relationship & Success

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Trusted Partnership : Develop deep, trusted relationships within accounts to serve as a primary point of contact and advisor.

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Success Planning : Partner with customers to define clear success criteria and conduct regular "Business Reviews" to ensure their goals are being met.

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Stakeholder Engagement : Work closely with Educational Services to develop account strategies and ensure a seamless experience across the customer journey.

Product & Technical Expertise

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Technical Onboarding: Lead comprehensive virtual and in-person onboarding, training (including VR hardware/software setup), and refresher sessions for new and key clients.

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Roadmap Alignment : Support and drive customer understanding of the SimX product roadmap, recommending creative ways to maximize product utilization.

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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

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Ownership of the Post-Sale Journey : Own, drive, and manage the complete customer journey from onboarding to renewal to ensure high retention and satisfaction.

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Revenue Growth : Drive retention and expansion within your accounts through strong adoption, value realization, and strategic account planning.

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Risk Mitigation : Proactively maintain the book of business, identifying and communicating any retention risks to internal resources to develop effective resolution strategies.

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Commercial Management : Lead multiple customer touchpoints by engaging key stakeholders and managing the commercial aspects of the account.

Operations & Reporting

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Process Improvement : Assist in developing and improving internal processes to make the post-sale team more effective and efficient.

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Data Integrity : Manage, track, and report all sales and success activities using Salesforce to ensure accurate data for the organization.

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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