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