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Enhance your cybersecurity through people, process, and technology

Customer Success Lead

$100k – $170k • 0.01% – 0.05%
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Overview

SimSpace is looking for an energetic leader who will enhance our Customer Success team. The Customer Success Lead will lead our customer success team in helping our customers enhance their training, testing and product evaluation through the use of our platform, an enterprise SaaS solution for cybersecurity.. It is supported by a technical operations team with expertise in the areas of networking, hypervisors, operating systems, security tools, cyber attacks and training content. The team supports our expanding customer base via remote troubleshooting and product education.

The ideal candidate is someone with a strong background in customer success and a proven record of building customer success teams. The candidate must be highly motivated, possess outstanding communication skills, and be willing to work in a fast-paced, dynamic and growing environment. The Customer Success Lead draws on their own experience when recruiting direct reports, analyzing data, evaluating workflow processes and working with various operational tool sets.

Responsibilities
- Responsible for building and ensuring that the Customer Success Team is established to positively impact both the customer and SimSpace.
- Teach others via multiple methods
- Collaborates closely with Operations and Engineering to ensure teams work in lock-step with customers
- Develops metrics based processes and procedures for customer relations from tier 1 to tier 3 support, ensuring effective communications throughout
- Creates and drives consistent process at key touchpoints across the customer lifecycle, including a tailored ROI story for each client that translates their business goals and objectives
- Develops response times and SLA targets and ensures the team is able to meet them
- Brings a programmatic approach to risk identification, mitigation, and escalation
- Runs regular read-out sessions to key leaders on the state of the customer base
- Responsible for hiring, training and ramp-up of new technical support team members
- Responsible for coaching, performance management, and career development of the technical operations support team
- Primary contributor to the development of SimSpace’s Customer Success program
- Brings innovative best practices for customer success

Qualifications
- Bachelor’s Degree or comparable experience
- 5+ years of management experience
- 5+ years of experience in high technology customer success
- Strong strategic thinker and problem solver
- Exceptional attention to detail. Smart, thorough, and able to work independently
- Personable; able to work as a member of a small team and to interact with peers and internal customers
- Proven ability to lead a team focused on various phases of the customer lifecycle
- Good work ethic, desire to learn and be challenged, self-driven and motivated
- Ability to travel on a regular basis to various offices & customer sites
- Proven ability to sell ideas internally
- Experience in leading change as a manager
- Experience working in a hi-tech setting is preferred
- Motivated to create fun team building experiences which develop a strong team culture

PREFERENCES
- Background in a Sales, Renewal Management, of Success/Care role
- Familiarity with SaaS products, specifically collaboration and communication tools
- Experience with support workflows and helpdesk products

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