Customer Success Manager

About us

We bridge the physical and digital worlds with cutting-edge solutions in discrete manufacturing, reality capture, and positioning solutions – making industries and cities safer, smarter, and more sustainable.

Hexagon Design & Engineering software sits at the leading edge of production innovation making it possible to produce things that were previously unthinkable by entirely rethinking both products and production through design, materials, manufacturing and process innovation.

By harnessing the power of data and technology our tools unlock new avenues for exploration and provide extra lift to the creative process.

Position Overview

The Customer Success Manager (CSM) will serve as the primary point of contact for customers, ensuring they derive maximum value from our solutions. By fostering strong customer relationships, the CSM will drive retention, expansion, and overall customer satisfaction. This role demands a proactive, results-driven professional passionate about customer success and simulation software technology.

Key Responsibilities

Customer Relationship Management

• Act as the main point of contact for a portfolio of customers throughout their lifecycle.
• Develop and maintain strong relationships with key stakeholders to understand their needs, goals, and challenges.
• Serve as a trusted advisor, providing best practices and strategic guidance to maximize product adoption and value.
• Onboarding and Adoption
• Lead customer onboarding processes, ensuring smooth implementation and early success with the platform.
• Create and deliver training sessions tailored to customer requirements to drive adoption and engagement.

Retention and Growth

• Monitor customer health metrics and proactively address potential issues to reduce churn.
• Identify and execute upsell or cross-sell opportunities in collaboration with the sales team.
• Conduct regular business reviews to align on goals, performance, and success metrics.

Feedback and Advocacy

• Gather customer feedback to influence product development and roadmap decisions.
• Act as the voice of the customer within the organization to ensure continuous improvement.
• Identify and cultivate customer advocates for case studies, testimonials, and referrals.

Collaboration and Reporting

• Work cross-functionally with sales, support, product, and marketing teams to deliver a seamless customer experience.
• Maintain accurate records of customer interactions and activities in CRM systems.
• Provide regular reports on customer success metrics, challenges, and opportunities to leadership.

Qualifications and Skills

• Education and Experience
• Bachelor’s degree in business, communications, or a related field (or equivalent experience).
• 3+ years of experience in a customer success, account management, or similar role in a software or technology company.

Core Competencies

• Strong customer-centric mindset with excellent interpersonal and communication skills.
• Proven ability to build and maintain strong relationships with diverse stakeholders.
• Analytical and problem-solving skills with a knack for understanding customer data and trends.
• Ability to manage multiple customers and priorities simultaneously in a fast-paced environment.
• Familiarity with a variety of software business models and customer success metrics (e.g., NRR, churn, CSAT).

Technical Skills

• Proficiency in CRM tools (e.g., Salesforce) and customer success platforms (e.g., Gainsight).
• Solid understanding of software applications and technology landscapes.
• Comfortable delivering virtual and in-person presentations and training sessions.

Key Performance Indicators (KPIs)

• Customer retention rate and churn reduction.
• Net revenue retention (NRR) growth.
• Customer satisfaction and Net Promoter Score (NPS).
• Product adoption and usage metrics.
• Success in upsell and cross-sell opportunities.