Immersive Labs is looking for a Senior Customer Success Manager to manage enterprise customers through their entire lifecycle. You will be responsible for onboarding, strategic alignment, and renewal, ensuring customers achieve their goals with the Immersive One platform. This remote role is both consultative and customer-centric, focused on elevating the customer voice.

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.
Partner with senior customer stakeholders to align strategy and build programs with measurable outcomes.
Collaborate with our product and customer support teams to share new features.
Elevate our brand within our customer base, mapping out upsell and cross-sell opportunities.
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 our Cyber & Engineering teams.

What We're Looking For

Proven experience and tenure in senior Customer Success, account management, or an equivalent role 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.

Nice to Have

Experience in Cybersecurity or Cyber Risk Management.

Team & Environment

You will be part of the established Customer Experience team in the UK, reporting to the Director of Customer Success.

Benefits & Compensation

25 days annual leave plus 2 volunteering days and your birthday off.
Increased holiday days with tenure, up to a maximum of 30 days after five years of service.
Enhanced parental leave, mindfulness groups, critical illness cover, 7% matched pension, and a private healthcare plan.
Career and learning development through the platform, a dedicated professional development fund, and a 'Learn Anything' fund.
Recognition & Rewards for doing great work and living our values.
Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours.
Team events throughout the year.
Railcard loan and cycle scheme to buy a new bike.

Work Mode

This is a remote position open to candidates based anywhere within the UK.

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.