Senior Cybersecurity Customer Success Manager

Summary

Join SimSpace as a Senior Customer Success Manager and play a critical role in supporting our growing customer base across the APAC region. You will be the primary point of contact for assigned clients, managing complex projects, and ensuring customer satisfaction. This role requires strong project management skills, exceptional communication, and the ability to manage multiple workstreams. Flexible working hours are required to support customers across time zones. You will also collaborate with internal teams, contribute to process improvements, and provide strategic input to leadership. Mentorship of junior CSMs is also part of this role.

Requirements

• Bachelor’s degree in Business, Communications, Cybersecurity, Computer science, or equivalent work experience
• 3+ years of experience with cybersecurity solutions and technical troubleshooting
• 5+ years in Account Management, Project Management, Customer Success, Technical Support, Consulting or similar role with Enterprise and/or Government customers
• 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
• US citizenship is required
• Willingness to travel approximately 25% - 30% (international travel across Asia/APAC region)

Responsibilities

• 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
• Process Improvement: Identify opportunities 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
• Mentorship & Team Development: Mentor junior CSMs, sharing expertise and fostering a culture of collaboration and continuous improvement

Benefits

• Compensation. Base salary range: $95,000 - $155,000, reflecting our confidence in your expertise and impact, with the opportunity for annual bonuses tied to company performance and individual contributions
• 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