Customer Success Manager (m/f/d)

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About SimScale SimScale is the world's first cloud-based, AI-native engineering simulation platform. CFD, FEA, thermal and electromagnetics run together in a single browser-based environment, supported by Engineering AI that guides simulation setup, Physics AI that returns validated predictions in seconds, and agentic workflows that execute multi-step simulation pipelines at any scale. The conviction behind the platform is straightforward: every engineer should be free to explore thousands of design options, test them instantly and decide with confidence, not only the specialists who have traditionally held the CAE tools. Founded in Munich in 2012 by five engineers, SimScale is trusted today by more than 800,000 engineers worldwide, at companies including Johnson Johnson, Mitsubishi, Magna, Toshiba, Bühler, AECOM and Zaha Hadid Architects. The role As a Customer Success Manager you own the lifetime value of a book of SimScale accounts: Commercial and High Potential customers, including some enterprise-sized names, from onboarding through renewal and expansion. You carry a renewal and expansion number, and you own it through to signature. Why this role matters The contribution of this role is crucial to SimScale's success. Every renewal protected and every expansion landed shows up directly in the company's growth, and the relationships you build determine how deeply simulation takes hold inside each customer's engineering organisation. This is also a role with room to shape things. Alongside owning your book, you will have the opportunity to help shape and continuously optimise how Customer Success works at SimScale: the customer journey, the playbooks, the segmentation and the tooling, in an international environment with a great deal of opportunity in it. What you will own Your book, end-to-end. A portfolio of Commercial and High Potential accounts through the full journey: onboarding, adoption, mid-term engagement, Business Reviews, renewal and expansion. A commercial number you own through to signature. Build and manage your renewal and expansion pipeline, run opportunity management through the pipeline , negotiate contract adjustments and pricing, and close. Account growth plan strategy. For every account that matters, define where the value sits today, where the next team, site or use case is, and what needs to happen to get there. Expansion campaigns on your key accounts , targeted, multi-touch plays into specific engineering teams and use cases, designed together with Marketing and run to a plan. Programme management of the work that unlocks growth : benchmarks, pilots and technical evaluations, coordinated across the customer's engineers and ours, to a clear timeline. Organic and referral-led growth. Champion networks, internal referrals, and the word-of-mouth that travels between engineering teams inside a large company. Business Reviews customers value attending , anchored on ROI and realised value. Customer health. Identify retention risk early, define the mitigation plan and execute it, and decide which pivotal accounts to concentrate on for retention or expansion. A segmented delivery model. Tech-touch and agentic CS motions so every account in the long tail gets a genuinely good experience at scale; high-touch attention where ARR level and growth potential justify it. Adoption of Engineering AI / Physics AI across your book, the newest and most strategic part of our platform. Who you will work with SimScale is a collaborative environment, and this role sits right in the middle of it. You will have colleagues around you whose work is closely tied to your success: Marketing partners with you on expansion campaigns, lifecycle and nurture programmes and content, extending your reach across every user in your book. You bring the account insight; they bring the campaign machinery. Support shares a live view of account health with you, so signals from the customer reach you early and you can act on them together. Appli

关于SimScale SimScale是全球首个基于云、原生AI的工程仿真平台。CFD、FEA、热学和电磁学在单一浏览器环境中协同运行，由Engineering AI引导仿真设置，Physics AI在数秒内返回经过验证的预测，代理式工作流可在任意规模下执行多步骤仿真流水线。该平台背后的信念很明确：每位工程师都应能自由探索数千种设计方案、即时测试并自信决策，而不仅仅是那些传统上掌握CAE工具的专家。SimScale于2012年由五位工程师在慕尼黑创立，如今受到全球超过800，000名工程师的信赖，客户包括Johnson Johnson、Mitsubishi、Magna、Toshiba、Bühler、AECOM和Zaha Hadid Architects。 该职位 作为Customer Success Manager，你负责一组SimScale账户的终身价值：Commercial和High Potential客户，包括一些企业级客户，从onboarding到renewal和expansion。你承担renewal和expansion指标，并负责推动至签约。 为什么这个职位重要 这一职位的贡献对SimScale的成功至关重要。每一个被保住的renewal和每一个落地的expansion都直接体现在公司增长中，而你建立的关系决定了仿真在每个客户工程组织内部的深入程度。这也是一个有机会塑造事物的职位。除了负责你的账户组合外，你将有机会帮助塑造并持续优化Customer Success在SimScale的运作方式：客户旅程、playbooks、segmentation和tooling，在一个充满大量机会的国际环境中。 你将负责 你的账户组合，端到端。一个Commercial和High Potential账户组合，贯穿完整旅程：onboarding、adoption、中期互动、Business Reviews、renewal和expansion。 一个你负责推动至签约的商业指标。构建和管理你的renewal和expansion pipeline，通过pipeline进行opportunity management，谈判合同调整和定价，并完成close。 账户增长计划策略。对于每个重要账户，明确当前价值所在、下一个团队、站点或use case在哪里，以及需要发生什么才能到达那里。 关键账户上的expansion campaigns，与Marketing共同设计并按计划执行，针对特定工程团队和use case进行定向、multi-touch plays。 对解锁增长的工作进行programme management：benchmarks、pilots和technical evaluations，在客户工程师和我们的工程师之间协调，按明确时间线推进。 有机增长和转介绍增长。Champion networks、内部转介绍，以及在大公司内部工程团队之间传播的口碑。 客户愿意参加的Business Reviews，以ROI和已实现价值为核心。 客户健康。尽早识别retention风险，定义缓解计划并执行，决定哪些关键账户应集中精力进行retention或expansion。 分层交付模式。Tech-touch和agentic CS motions，使长尾中的每个账户都能在规模上获得真正良好的体验；在ARR水平和增长潜力足以证明合理时提供high-touch关注。 在你的账户组合中推动Engineering AI / Physics AI的adoption，这是我们平台最新且最具战略意义的部分。 你将与谁合作 SimScale是一个协作环境，而这个职位正处于其中间。你周围同事的工作与你的成功紧密相连：Marketing与你合作开展expansion campaigns、lifecycle和nurture programmes以及内容，扩大你在账户组合中每位用户中的触达。你带来账户洞察；他们带来campaign机制。Support与你共享账户健康的实时视图，使来自客户的信号能尽早到达你处，你们可以共同采取行动。Appli

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