Customer Success Strategy & Operations Lead

Summary

Join SimSpace as a Customer Success (CS) Strategy & Operations Lead and play a critical role in supporting our Customer Success Management (CSM) organization and our SimSpace customers. Lead complex initiatives, coordinating with multiple internal stakeholders. Exceptional cross-functional communication skills are essential for aligning customer and partner objectives with internal execution. Manage multiple workstreams, foster collaboration, and maintain a focus on delivering customer value. Flexible working hours are required to support customers across time zones. This role involves process improvement, strategic input, sales alignment, strategic account management, project tracking, onboarding & training, retention & renewals, cross-functional collaboration, and mentorship & team development. SimSpace offers a competitive compensation package, including base salary, commission, pension, paid time off, health insurance, equity options, social connection reimbursements, LinkedIn Learning access, referral rewards, and mental health support.

Requirements

• 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%

Responsibilities

• 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

Benefits

• 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