Senior Customer Success Manager

Immersive Labs is the leader in people-centric cyber resilience

We have an exciting vision for cybersecurity - one that puts people at the center of cyber. Our cyber resilience SaaS platform is an agile, hands-on solution that helps teams continuously assess, build, and prove cyber capabilities through real-life simulations, rather than one-off training sessions.

We help the world’s biggest brands like Citi, Pfizer, Humana, and HSBC, protect their revenues and brand reputations.

Founded in 2017 from a cargo container in Bristol, UK, Immersive Labs has progressed to the global stage and has secured over $180 million of funding.

The Opportunity

We are looking for a technically savvy Senior Customer Success Manager with a strong drive for results. This position is designed for a CSM who has keen observation, focuses on details, and strives for Customer Success and satisfaction. 

As a Customer Success Team member, you are responsible for retaining, building, and growing the current customer base. You will be instrumental in creating long-lasting partnerships and responsible for driving positive outcomes.

If you have what it takes and have the passion to grow whilst seeking opportunities, this is the right position for you.

What You'll Do

• Perform customer onboarding and ensure we are providing our customers with the best experience

• Implement a communications strategy that maintains high customer satisfaction.

• Execute account strategies for each customer and deliver positive and measurable outcomes for the clients.

• Efficiently plan and prioritize customer activities and follow up in a timely fashion.

• Work with Immersive Labs' go-to-market and product teams to deliver successful outcomes.

• Hold customer success reviews and resolve concerns with the assistance of internal teams.

• Escalate and resolve day-to-day issues or customer dissatisfaction with the appropriate internal teams.

• Understand customer needs and act as the voice of the customers internally.

• Identify expansion, upsell and cross-sell opportunities and partner with sales to close deals.

• Work with Immersive Labs’ technical and operational teams to develop customer advocacy and ensure the best customer satisfaction.

Who You Are

• 7+ years of experience in customer success management, account management, or equivalent within a SaaS environment.

• Exceptional planning and communication skills 

• Stellar presentation skills, client management, and written communication skills.

• Experience in implementing customer solutions.

• Experience in project management with a proven track record of managing multiple projects to completion, along with excellent planning and organizational skills

• Ability to maintain a high-valued outcome-based relationship with an eclectic customer profile base

• Willing to travel periodically based on the business and project’s needs.

Bonus:

• Experience in Cybersecurity or Cyber Risk Management 

Immersive Labs’ growth has been fueled by the values that underpin everything we do, here's how they relate to this role:

• Drive - We are innovators and market-creators, constantly moving forward to achieve results in support of our mission.

• Inclusive - We are passionate about creating an environment of inclusion and respect for our employees, customers and partners, everyone has opportunities to thrive.

• Customer Obsessed - We seek to develop deep relationships with our customers to help them achieve their business outcomes

• One Team - We are a talented global team working together to achieve our vision.

If you would like to read more about what you can expect from our recruitment process, you can visit our dedicated interview process page.

What Immersive Labs offer: As well as an inclusive, supportive place for you to be you. We offer an extensive range of benefits so you can do your very best work:

• Look after you and your family with Health, Dental and Disability insurance; fully paid sick leave and mental health support

• Time off, flexible and remote working so you can work when and where is best for you, including 33 days holiday, 12 weeks enhanced parental leave, 2 volunteering days and a birthday half day

• Save for the future with contribution matched 401K, and rewards and recognition for your successes

• Career and learning development through the platform and our ‘Learn Anything’ fund

• Recognition & Rewards for doing great work and living our values and behaviours

• While most of the team is fully remote, when you do visit, our North American HQ is based in the centre of Boston, just a 10-minute walk from Back Bay train station

• We’re a sociable, tight-knit team with monthly socials, sports clubs and quarterly parties. Our socials have included everything from cake competitions, to movie nights and escape rooms