Customer Success Manager (m/f/d)

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.
• Application Engineering and Solution Engineering bring the technical depth behind benchmarks, pilots and evaluations, so customers see results quickly.
• Product and Engineering take your Voice of Customer input into the roadmap, and give you the context to speak credibly about what is coming.
• Sales hands over new customers with full context, and partners with you on the largest opportunities.

What we expect from you

• 4+ years customer-facing in high-growth SaaS, carrying a number. We are deliberately open on job title: Customer Success Manager, Account Manager, Account Executive, Sales Representative, Client Partner, Technical Account Manager. What matters is that you have personally owned renewals and/or expansion and closed them.
• Pipeline and opportunity management. You can build, forecast and work a pipeline in a CRM, and your forecast is one people rely on.
• Negotiation and closing experience. You have handled commercial terms, contract adjustments, pricing conversations and procurement, and you are comfortable asking for the order.
• Customer cohort management. You have run a substantial book of accounts, and you can tier it, prioritise it and cover it well.
• Project and programme management. You can drive a pilot, benchmark or rollout to a timeline across teams that do not report to you.
• A proven track record of sales and of growing customer accounts: expansion you can point to and explain how you created.
• Credible engineering / CAE domain footing, enough to hold a real conversation with a simulation engineer and with their VP.
• AI-native ways of working. You already use AI daily for productivity (call preparation, summarisation, research, CRM insight) and you are keen to push further. It is how the team works.
• CRM discipline (Salesforce or HubSpot).

Nice to have

• Experience running a tiered / segmented touch model, including automation and AI-assisted or agentic CS workflows.
• German or another European language.
• A hands-on CFD / FEA / thermal background.
• Experience cross-selling an AI layer onto a core subscription, or running retention and expansion campaigns together with a marketing team.

Location: EMEA (CET) or US (EST / CST). Munich-based or remote.