Immersive Labs is hiring a Customer Success Manager to partner with enterprise customers within the UK or Belgium region. In this remote role, you will manage the full customer lifecycle, aligning strategic objectives with the Immersive One platform’s 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 throughout the customer journey.
- Align strategy and build programs with objectives and measurable outcomes.
- Collaborate with product and customer support teams to share new features.
- Nurture upsell and cross-sell opportunities with sales to increase account penetration.
- Monitor CSAT and resolve concerns with internal team assistance.
- Partner with Sales and Solution Consulting teams to conduct POVs and execute EBRs.
- Identify opportunities to expand the customer relationship.
- Build and leverage relationships with Cyber Resilience Advisors, Product Marketing, and Cyber & Engineering teams.
What We're Looking For
- 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.
- Project management experience with a proven record of managing multiple projects to completion.
- Excellent planning and organisational skills.
- Ability to maintain high-valued, outcome-based relationships with a diverse customer base.
- Based in either the UK or Belgium.
Nice to Have
- Experience in Cybersecurity or Cyber Risk Management is strongly preferred.
- Ability to speak fluent German or French (or both) is highly desirable.
Team & Environment
You will be part of the established Customer Experience team, reporting to the Director of Customer Success.
Benefits & Compensation
- Flexible and remote working.
- 25 days annual leave + 2 volunteering days and birthday day off.
- Enhanced parental leave, mindfulness groups, critical illness cover.
- Career and learning development through the platform and a ‘Learn Anything’ fund.
- Share options, sales incentives, and Recognition & Rewards.
- Informal or formal flexible working, e.g., flexible start/finish times, reduced hours, job share, remote working.
- Monthly socials and sports clubs.
- Bi-annual meetups at EMEA HQ and regular in-person regional meetings.
Work Mode
This is a remote position requiring you to be based within the UK or Belgium.
Immersive Labs fosters a culture that is driven, inclusive, customer-centric, and operates as one team.
