Immersive Labs is looking for a Customer Success Manager - Australia/APAC to provide world-class onboarding and enablement for our enterprise customers. You will manage customers through their entire lifecycle, aligning their strategic objectives with our platform's proven outcomes.

What You'll Do

Partner with customers to ensure effective onboarding and set them up for success.
Create and execute a communications plan to engage effectively throughout the customer journey.
Align strategy and build programs for customers, with objectives and measurable outcomes.
Collaborate with product and customer support teams to share new features.
Nurture upsell and cross-sell opportunities in partnership with sales to increase account penetration.
Monitor CSAT and resolve concerns with the assistance of internal teams.
Conduct Proof of Values (POVs) with existing customers and execute Executive Business Reviews (EBRs).
Identify opportunities to expand customer relationships.

What We're Looking For

A number of years experience in Customer Success, account management, or equivalent within a SaaS environment.
Exceptional planning, presentation, and written communication skills.
Experience in implementing customer solutions and client management.
Experience in project management with a proven track record of managing multiple projects to completion.
Excellent planning and organisational skills.
Ability to maintain a high-valued outcome-based relationship with a diverse customer profile base.
Based in Melbourne or Sydney, Australia. Other locations within Australia may be considered.

Nice to Have

Experience in Cybersecurity or Cyber Risk Management is strongly preferred.

Team & Environment

Part of the growing Customer Experience team in the APAC region. Regional partners include members from Sales, Solution Consulting, Cyber Resilience Advisors, Product Marketing, and Cyber & Engineering teams. You will report to the VP of Customer Success.

Benefits & Compensation

25 days annual leave + 2 volunteering days and birthday half day.
Enhanced parental leave.
Mindfulness groups.
Critical illness cover.
Career and learning development through the platform and a ‘Learn Anything’ fund.
Share options.
Sales incentives.
Recognition & Rewards for doing great work and living company values.
Monthly socials and sports clubs.
Annual company gathering in UK HQ, plus more regional gatherings.

Work Mode

This role is remote within Australia.

We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work.