Homeoffice Customer Success (CS) Strategy & Operations Lead at Simspace
Simspace · Remote - U.S., United States Of America · Remote
Who is SimSpace:
SimSpace launched in 2015 with a singular purpose – addressing the most urgent and sophisticated cybersecurity challenges to reduce risk for our most vulnerable and valuable infrastructure. The organizations around the world that we depend on every day to keep our loved ones safe and secure. Our healthcare facilities, schools, financial institutions, transit centers, grocery stores, and workplaces just to name a few. To deliver global resiliency, we provide an elite cyber range platform to curate unassailable cyber defenses, data driven decisions, cutting edge training labs, live attack scenarios, and extensive individual and dynamic team readiness training.
SimSpace works as OneTeam to elevate humanity around the world. We are committed to continuously improving and delivering a cultivated member experience whether that is accomplished through focusing on supporting our client’s teams or our own mission driven SimSpacers.
We are an international company headquartered in Boston's Fort Point in the U.S. If you are interested in elevating the technology and creative solutions necessary to secure and safeguard our future while working alongside others who share your passion for purpose and development, we want to meet you!
Why should you choose a career at SimSpace?
We are an organization that is focused on building our culture and mindfully enhancing our atmosphere everyday which is why we have collaborated on an integral value system. Our governing philosophy of being Human Centered is deeply embedded within our value system. We apply this philosophy to every one of our internal team members, external clients, and their customers.
Our core values:
- Serve to Protect – We provide safe space, deliver on the mission, and elevate humanity
- Acquire Understanding – We seek and provide clarity 10x, cultivate comprehension, and believe information goes both all ways
- Operate as Innovators – We stay curious, practice consistency over intensity, and continue to be the change we need in the world
- Teamwork Without Borders – We are never alone, we solve for all, and keep people at the heart of everything we do
SimSpace is seeking a highly motivated and experienced Customer Success (CS) Strategy & Operations Lead to join our US-based team. This individual will play a critical role in supporting our Customer Success Management (CSM) organization and our SimSpace customers. The ideal candidate is a detail-oriented professional who thrives in fast-paced, dynamic environments and can confidently navigate shifting priorities and customer needs.
A strong background in sales and operations, as well as Customer Success, is critical! In this role, you will lead complex initiatives to completion while coordinating with multiple internal stakeholders. Exceptional cross-functional communication skills are key to ensuring alignment between customer and partner objectives and internal execution.
Success in this role requires the ability to manage multiple workstreams with precision, foster collaboration across departments, and maintain an unwavering focus on delivering customer value. To support customers across time zones, this role requires flexible working hours, with occasional adjustments for key meetings and customer engagements.
What will you be doing as a CS Strategy & Operations Lead at SimSpace?
- Process Improvement: Implement Challenger methodology to enhance the customer journey and contribute to scalable, efficient processes that elevate the customer experience.
- Strategic Input: Provide insights to leadership and product teams, influencing strategies that align with client needs and market trends.
- Sales Alignment: Work closely with SimSpace Sales teams (Account Executive and Presales Engineers) for upsell/expansion opportunities.
- Strategic Account Management: Serve as the primary point of contact for assigned clients, addressing queries, concerns, and escalations while maintaining strong relationships.
- Project tracking: Leverage your project management experience and demonstrate ownership of scheduling and monitoring tasks cross-functionally
- Onboarding & Training: Develop and execute tailored onboarding plans, deliver product demonstrations, and provide ongoing training to maximize client success and product adoption.
- Retention & Renewals: Guide clients through renewal processes, and proactively addressing concerns to secure satisfaction and long-term loyalty.
- Cross-Functional Collaboration: Work closely with internal teams to resolve technical issues and align on client priorities, ensuring seamless communication.
- Mentorship & Team Development: Mentor junior CSMs, sharing expertise and fostering a culture of collaboration and continuous improvement.
What are the qualifications to apply? To be successful as a Customer Success Strategy and Operations lead you need to have:
- Bachelor’s degree in Business, Communications, Cybersecurity, Computer science, or equivalent work experience
- 7+ years in Account Management, Project Management, Customer Success, Technical Support, Consulting or similar role with Enterprise and/or Government customers
- 5+ years of experience with enterprise software solutions and technical troubleshooting; cybersecurity expertise desired
- Proficiency in CRM (Salesforce) and Customer Success software platforms (Slack, Microsoft tools, Google).
- Detail-Oriented: Demonstrates exceptional attention to detail and precisions in managing customer engagements, project documentation, and cross-functional communication.
- Adaptable and Agile: Thrives in a dynamic environment where no two days are the same; able to shift priorities and manage changing customer or internal demands with ease.
- Demonstrated Project Management Expertise: Leads complex projects from inception to completion, managing timelines, deliverables, and stakeholder expectations across multiple workstreams.
- Must be a U.S. Citizen.
- Willingness to travel approximately up to 25%
We’re proud to offer a competitive and comprehensive package designed to support your well-being, growth, and success:
- Compensation. Base salary range of $150,000–$200,000, reflecting our confidence in your expertise and impact, with the opportunity to earn commission based on individual performance and company results.
- Commission opportunity. Earn additional compensation based on achieving sales targets.
- Financial Well-Being. Defined contribution pension scheme.
- Paid Time Off. Annual leave plus public holidays.
- Health & Wellness. Private medical insurance.
- Ownership Opportunities. Equity options at hire and potential for additional based on performance.
- Social Connections. Monthly reimbursements for meaningful connections with teammates through our SocialSpace Community.
- Continuous Learning. Access a LinkedIn Learning membership to prioritize your personal and professional development.
- Referral Rewards. Earn $1,500 - $3,500 for every qualified hire through our employee referral program.
- Mental Health Support. Access to company-paid counseling, coaching, and resources for you and your family through Spring Health.
SimSpace is an Equal Opportunity Employer:
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
SimSpace is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, vendors, and clients.
Research shows that women and people from underrepresented groups only apply to jobs if they meet all of the qualifications. However, no one ever meets 100% of the qualifications. SimSpace encourages you to break that statistic and to apply. We look forward to your application!
We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact [email protected].
SimSpace does not accept unsolicited resumes from employment agencies.
Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range.
