Remote - Senior Cybersecurity Customer Success Manager

SimSpace; United States; Remote; USD 95,000 - 155,000; Full time

Job summary

Join SimSpace as a Senior Cybersecurity Customer Success Manager, where you will manage client accounts, track projects, and ensure customer satisfaction across the APAC region. This remote role requires strong project management skills and offers a competitive salary with comprehensive benefits.

Benefits

Comprehensive medical, dental, and vision benefits

Unlimited vacation and dedicated health & wellness days

401(k)-retirement savings plan with company match

Company-paid counseling and coaching resources

Access to LinkedIn Learning membership

Qualifications

• 3+ years of experience with cybersecurity solutions and technical troubleshooting.
• 5+ years in Account Management, Project Management, Customer Success, Technical Support.
• Fluency in spoken Japanese is strongly preferred.

Responsibilities

• Serve as the primary point of contact for assigned clients.
• Leverage your project management experience and demonstrate ownership.
• Guide clients through renewal processes.

Skills

Detail-Oriented

Adaptable

Project Management Expertise

Education

Bachelor’s degree in Business, Communications, Cybersecurity, Computer science

Tools

Salesforce

Slack

Microsoft tools

Google

Job description

Remote - Senior Cybersecurity Customer Success Manager

Remote - U.S.

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

We are looking for: a highly motivated and experienced Senior Customer Success Manager (CSM) located on the West Coast, to join our US-based team. This individual will play a critical role in supporting our growing customer base across the APAC region. The ideal candidate is a detail-oriented professional who thrives in fast-paced, dynamic environments and can confidently navigate shifting priorities and customer needs.

A strong background in project management is critical! As a CSM serving the Asia-Pacific region, you will lead complex initiatives to completion while coordinating with multiple internal stakeholders. Exceptional cross-functional communication skills are key to ensuring alignment between customer and partner objectives and internal execution.

Success in this role requires the ability to manage multiple workstreams with precision, foster collaboration across departments, and maintain an unwavering focus on delivering customer value. To support customers across time zones, this role requires flexible working hours, typically between 12:00 PM - 8:00 PM Pacific Time, with occasional adjustments for key meetings and customer engagements.

What will you be doing as a Senior Customer Success Manager at SimSpace?

• 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.

What are the qualifications to apply? To be successful as a Customer Success Manager you need to have:

• 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).
• Fluency in spoken Japanese is strongly preferred to support verbal communication with our clients and partners in Japan. The ideal candidate will be comfortable participating in meetings, presenting information, and engaging in real-time conversations in Japanese.

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

• 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.

Join SimSpace and enjoy benefits that enhance your career, health, and happiness!

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 [e-mail] .

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.

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