Customer Success Manager

About Us Vinci is building the future of engineering intelligence. We created the first AI-native computational platform built on Foundation Models for Physics. It lets engineering teams bring deterministic, solver-accurate physics into every stage of hardware design, while designs are still changing and before the cost of change compounds. By combining AI, physics and high-performance computing, Vinci makes it possible to explore far more design alternatives, uncover insights that were previously out of reach, and optimize products in minutes instead of days. Leading semiconductor and electronics companies already use Vinci to solve some of the world’s most computationally demanding engineering problems. As we grow, we’re building the team that will define the next generation of engineering infrastructure. Role Overview As a Customer Success Manager at Vinci, you will own the customer relationship and operating cadence across the customer lifecycle, beginning during pilot deployment and continuing through post-sale adoption, value realization, renewal readiness, and expansion. Reporting to the Head of Customer Solutions, you will manage a focused portfolio of approximately 5–10 strategic enterprise accounts and serve as a consistent point of coordination between customers and Vinci’s Sales, Forward Deployment Engineering, Technical Solutions Engineering, Product, and other internal teams.

This role combines strategic Customer Success with strong project and program management. During pilots, Sales and Forward Deployment Engineering will own the evaluation success criteria, while you will serve as the operational DRI for execution. You will establish and maintain project plans, coordinate stakeholders and enablement, manage milestones and dependencies, surface risks, drive follow-through, and maintain clear communication from kickoff through pilot completion.

Following a successful sale, you will transition into the ongoing Customer Success owner for the account. You will work with customers to define measurable benchmarks and value, drive sustained product adoption, maintain account health and success plans, establish regular stakeholder touchpoints, facilitate QBRs, and identify risks early. You will partner closely with the Account Manager to support retention and identify opportunities for account expansion, while the Account Manager owns the commercial process.

You will also serve as a key voice of the customer internally. You will synthesize customer feedback, adoption blockers, feature requests, and emerging needs for Product and Engineering, coordinate product release communications that are relevant to each customer, and ensure technical needs are routed to the appropriate Technical Solutions Engineers or other subject matter experts.

This is a hybrid role, with the expectation of working 3 days per week in our Palo Alto office for close collaboration with the GTM, Product, and Engineering teams. The role includes up to 30% travel, primarily to customer and prospect sites for pilot kickoffs, strategic touchpoints, presentations, demonstrations, QBRs, and other customer engagements.

Responsibilities

• Own the customer operating cadence across a portfolio of approximately 5–10 strategic enterprise accounts, from pilot deployment through post-sale adoption and ongoing success.

• Serve as the operational DRI for customer pilots, maintaining project plans, milestones, dependencies, risks, action items, and stakeholder communication while partnering with Sales and Forward Deployment Engineering on evaluation objectives.

• Coordinate customer onboarding and enablement, bringing in Technical Solutions Engineers, Product, and other subject matter experts as needed for training, troubleshooting, and technical support.

• Drive product adoption and value realization by maintaining Customer Success Plans, tracking customer objectives and benchmarks, and facilitating regular touchpoints and QBRs.

• Maintain account health, identify adoption or relationship risks early, coordinate mitigation plans, and escalate issues with clear ownership and follow-through.

• Build strong relationships across customer organizations and partner with Account Managers to support renewal readiness and identify potential expansion opportunities.

• Represent the voice of the customer internally by capturing product feedback, feature requests, and adoption blockers and communicating relevant priorities to Product and Engineering.

• Introduce relevant product releases and capabilities to customer teams and coordinate deeper technical discussions or demonstrations when appropriate.

Qualifications (Minimum Qualifications)

• 2–5 years of experience in Customer Success or a comparable customer-facing role, with direct responsibility for customer relationships, adoption, or outcomes.

• Strong project and program management skills, with experience coordinating customer-facing initiatives across milestones, dependencies, risks, stakeholders, and timelines.

• Ability to manage multiple concurrent customer workstreams with strong organization, prioritization, documentation, and follow-through.

• Strong written and verbal communication skills and the ability to build trusted relationships with technical and business stakeholders.

• Ability to identify customer risks, coordinate cross-functional resources, and drive issues toward resolution.

• Ability to learn a complex technical product and customer workflows quickly and communicate effectively with highly technical customer teams.

• High degree of ownership, sound judgment, and comfort operating in a fast-moving environment with evolving processes and priorities.

• Ability and willingness to travel up to 30%.

Preferred Qualifications

• Bachelor’s degree or equivalent practical experience. Sufficient relevant professional experience may substitute for a degree.

• Experience working with highly technical enterprise products, engineering software, AI platforms, EDA, CAE, simulation software, semiconductors, or adjacent technical industries.

• Experience managing enterprise pilots, proofs of concept, implementations, or complex technical deployments from kickoff through completion.

• Experience supporting a focused portfolio of strategic enterprise accounts with high-touch engagement models.

• Experience partnering with Account Managers or Sales teams on renewals, expansion strategy, and account planning.

• Experience developing Customer Success Plans, account health frameworks, executive business reviews, QBRs, and value realization programs.

• Experience working cross-functionally with Sales, Engineering, Product, and technical customer-facing teams.

• Experience operating in an early-stage or high-growth startup environment and contributing to the development of Customer Success processes and operating practices.

• Demonstrated technical aptitude and comfort engaging with engineering teams, learning technical workflows, and coordinating technical resources without needing to be the primary technical expert.

Why Join Us

• Real impact, now. Vinci is already deployed on production programs at leading semiconductor companies. The work you do this week shows up in real hardware, not a demo.

• A hard, unsolved problem. Help change when and how physics enters hardware design, at the intersection of AI, first-principles physics, and high-stakes enterprise engineering.

• Exceptional people. Work alongside world-class engineers and researchers, some of the best you’ll encounter at what they do.

• Speed and ownership. We ship fast, decisions don’t wait for committees, and your input directly shapes the product and the company.