Immersive Labs is looking for a German-speaking Customer Success Manager to join our team. You will manage regional enterprise customers throughout their entire lifecycle, aligning their strategic objectives with the outcomes delivered by the Immersive One platform.
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.
- Partner with Sales and Solution Consulting teams to conduct POVs with existing customers and execute EBRs.
- Build and leverage relationships with Cyber Resilience Advisors, Product Marketing, and Cyber & Engineering teams.
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 central Germany, with good travel links.
- Fluent German speaker.
Nice to Have
- Experience in Cybersecurity or Cyber Risk Management.
Team & Environment
Part of the established Customer Experience team in Germany, reporting to the Director of Customer Success.
Benefits & Compensation
- 30 days annual leave + 2 volunteering days and birthday day off.
- Flexible and remote working.
- Enhanced parental leave.
- Mindfulness groups.
- Critical illness cover.
- Career and learning development through the platform and 'Learn Anything' fund.
- Share options.
- Sales incentives.
- Recognition & Rewards for great work and living company values.
- Flexible working options (e.g., flexible start/finish times, reduced hours, job share, remote working).
- Monthly socials and sports clubs.
- Bi-annual team meetups in EMEA HQ and regular in-person meetings in region.
Work Mode
This role is remote within Germany.
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.
