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 customer outcomes and operating cadence across the customer lifecycle, beginning during pilot deployment, landing the first deal and expanding the account 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. While CSMs work primarily with Sales they are a consistent point of coordination between Forward Technical Solutions Engineering, Product, and other internal teams.

This role combines strategic Customer Success with strong project and program management.

CUSTOMER SUCCESS

During pilots, Sales and Technical Solutions Engineering Forward Deployment Engineering will own the evaluation success criteria, while you will serve as the operational DRI for execution. After the initial deal into a new account, 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 Sales to support retention and identify opportunities for account expansion, while Sales 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 4 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

- 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, facilitating regular touchpoints and QBRs, and escalate issues with clear ownership and follow-through.

- Build strong relationships across customer organizations and partner with Sales to identify potential expansion opportunities and support renewals.

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

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

QUALIFICATIONS (MINIMUM QUALIFICATIONS)

- 3+ 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.

- Demonstrated ability to learn a complex technical product and customer workflows quickly and communicate effectively with highly technical customer teams.

PREFERRED QUALIFICATIONS

- Master’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 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.

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.