Customer Success Manager

About Us

Our mission is to save lives by redefining exceptional human performance and unlocking every individual’s full potential. Our vision is to transform the way people are trained by unlocking the untapped resource of human performance data in simulation and training.

We envision a future where simulation is within arms reach of anyone who needs it, and individuals can access personalised, adaptive learning environments, so that they can develop the skills they need to flourish.

Our customers are some of the biggest aerospace, defence and renewable energy companies in the world. We work closely with them to deliver cutting edge simulation solutions to their end users.

We believe in creating shared value for our customers, investors, employees and community by adopting the ‘Triple Bottom Line’ and the B Corporation constitution. This means our company has a legal obligation to balance sustainable profit, with sustainability for people and the planet.

Purpose of the role

We are seeking a proactive and dedicated Customer Success Manager to join our team. The CSM will be responsible for building strong relationships with our customers, ensuring they derive maximum value from our products/services, and driving customer satisfaction and retention.

This is a hands-on role for someone who will be regularly interacting with new, existing, and potential customers, ensuring they have the right resources to use our cutting edge products in the area of simulation training and data analytics. The ideal candidate will have proven customer facing experience, and ability to develop strong relationships with them to encourage continued business.

Key responsibilities

• Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and effective use of our products.
• Relationship Management: Develop and maintain strong relationships with key stakeholders, acting as their primary point of contact.
• Customer Support: Maximising value for customers by ensuring they have the tools and resources they need. Address customer inquiries, resolve issues, and provide timely support to enhance the customer experience.
• Training and Education: Conduct training sessions and workshops to educate customers about product features and best practices.
• Performance Monitoring: Track customer engagement and satisfaction metrics, using data to identify areas for improvement.
• Renewals and Upsells: Collaborate with sales teams to identify opportunities for upselling and ensure successful contract renewals. Support on planning and attending events to engage and build close relationships with new and existing customers.
• Feedback Loop: Gather and communicate customer feedback to product and development teams to drive continuous improvement.
• Gathering data and Reporting: Provide regular reports on customer success metrics, progress, and insights to the management team.
• Technical support: Providing high-level technical and product support
• Collaboration: Work closely with the sales, technical, and product teams to escalate and resolve any major product or service issues.
• Customer Advocacy & VOC: provide a voice for the customer within VRAI to ensure customer feedback is routed to the appropriate teams and that the products and solutions are delivered with the customer at the centre, as per the company values.

Qualifications & Profile

• Bachelor’s degree in Business, Marketing, or a related field.
• 3+ years of experience in customer success, business development in technical software and engineering services, or a related role.
• Strong communication and interpersonal skills, with the ability to build rapport with customers.
• Problem-solving mindset with a customer-centric approach.
• Proficient in CRM software and customer success tools and good experience of measuring customer satisfaction and success.
• Ability to manage multiple priorities and work independently.
• Previous experience working with similar industries such as aerospace & defence, or related business in simulation & training, gaming, cloud, AI etc. is a distinct advantage.
• Start-up/scale-up experience in a fast moving environment is preferable.
• Ability to work autonomously and to take responsibility for the full customer journey by raising, communicating and ultimately closing issues.
• Comfortable working to revenue targets with the existing customer base by unlocking additional opportunities - upselling & land and expand deals.

What we offer

• Annual market-based benchmarking to ensure our remuneration is above average
• Employer pension contribution
• 25 days paid annual leave + paid public holidays.
• Employee assistance programme that includes private medical insurance + mental health support
• Flextime & Hybrid working - focus on getting the job done
• Paid sick leave
• Hardware package
• Mission command, you will have freedom to decide how to achieve your mission, and the responsibility to deliver
• Be part of a small, dynamic team that has high talent density