Vice President, Customer Success

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

Job Summary: 

SimSpace is looking for a Vice President of Customer Success who is passionate about understanding our Customer and Partner objectives and making them successful through extraordinary levels of service within our core verticals both domestic and international – State and Local Government / Higher Education (SLED), Government, FSI/Commercial, Critical Infrastructure and Solution Partners.

This person is ultimately responsible for owning the success of the customer, is hyper-focused on customer retention and upsell, providing strategic business value and insights, driving adoption, establishing trust and making the account referenceable, and identifying & creating opportunities to further drive value across our customers' businesses. They will provide a highly programmatic approach to all facets of Customer Success which includes; but not limited to; account plans, onboarding, relationship management, continuing education, best practices / knowledge transfer, Use Case sharing, and Capability Awareness.

It is all about delivering excellence in the overall customer experience. To deliver on that level of excellence, this position requires exceptional tenacity, analytical prowess, strategy, service, leadership, and an innate passion for delighting consumers and making them successful.

What will you be doing as the Vice President of Customer Success at SimSpace?

• Global Leader responsible for Customer Success and Customer Support, initially with a team of more than a dozen personnel
• Strategically run our $50M renewal business with the goal of doubling in the next 3 years.
• Implementing a playbook-oriented approach for Customer Success.
• Provide strategic guidance to drive forward customers’ priorities and business goals.
• Own and be accountable for ensuring customer growth, customer satisfaction, and contract renewals within the full customer portfolio.
• Diligently and relentlessly benchmark to Quota results weekly, monthly, annual targets.
• Develop strong relationships with all key decision makers and influencers, including executive sponsors.
• Identify, influence, develop, and realize new opportunities for expanding your customers’ business volume.
• Translating results into actionable strategic and commercial outcomes.
• Uncover any risk that threatens the client's growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks.
• Collaborate effectively with internal and external colleagues to build a best-in-class customer experience with the goal of making every customer a promoter of SimSpace and a customer for life.
• Coordinate, drive key customer communications and resolve escalations.
• Serve as the liaison between product management services, support, sales, and the customer with a focus on feature collaboration and communicating the SimSpace roadmap.
• Ensure customers don’t churn and increase growth rates by executing and improving processes and tools.
• Proactively pull, track, and analyze both quantitative and qualitative data to identify insights. Connect data to customer value and communicate a clear narrative that drives action back to your customers.

 What You Will Bring:

• 10+ years of experience in sales or client services in the context of SaaS technology, managing multi-million-dollar portfolios of recurring revenue.
• 10+ years of experience in revenue-focused roles, including sales and business development, preferably in the cybersecurity industry.
• Extensive background in developing and executing comprehensive revenue generation strategies in alignment with the company's vision, values, and goals to encompass all customer-facing functions. 
• Proven experience fixing/implementing a more structured CS process.
• Develop cross functional strategy for account retention and revenue growth for a complex product and set of Use Cases.  
• Ability to recognize areas of risk and mitigate as needed.
• Program Management: ability to develop, implement, monitor, and drive account plans; manage a portfolio of multiple projects running simultaneously.
• Project Management: Ability to lead complex projects including planning, data analytics, change management, QA, escalation management, and ongoing support.
• Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization.
• Demonstrated experience of seamlessly transitioning between conversations with customer execs, technical leadership, program managers and industry level business conversations.

We’re proud to offer a competitive and comprehensive package designed to support your well-being, growth, and success:

• Compensation. Base salary range: $225,000 – $300,000, reflecting our confidence in your expertise and impact, with the opportunity to earn commission based on team performance and company results.
• Health & Wellness. Comprehensive medical, dental, and vision benefits, plus savings plans—coverage starts on day one!
• Mental Health Support. Access to company-paid counseling, coaching, and resources for you and your family through Spring Health.
• Financial Well-Being. Plan for your future with a 401(k)-retirement savings plan featuring a company match.
• Flexible Time Off. Take the time you need with unlimited vacation and dedicated health & wellness days. SimSpace provides flexible solutions to meet the diverse work-life needs of team members.
• Parental Leave. Paid leave plans to support you and your loved ones during life’s most important moments.
• Ownership Opportunities: Equity stock options at hire, with annual performance-based grants—become an invested stakeholder in our shared success.
• Referral Rewards: Earn $1,500–$3,500 for every qualified hire through our employee referral program.
• Peloton Interactive Wellness Program: Full- and partial- subsidized membership plans and equipment discounts to help you reach your personalized fitness goals.
• Continuous Learning: Access a LinkedIn Learning membership to prioritize your personal and professional development.
• Social Connections: Monthly reimbursements for meaningful connections with teammates through our SocialSpace Community.
• Extra Perks: Legal plan coverage, pet insurance, wellness reimbursements, and more to simplify life’s details.

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 careers@simspace.com.

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.