Customer Success Manager

Summary

Join Immersive Labs as a Customer Success Manager and become a key player in ensuring customer satisfaction and success. You will own a portfolio of customers, guiding them from onboarding to renewal. This role requires deep engagement with customers to understand their strategic objectives and ensure the platform meets their needs. You will collaborate with internal teams, including product and customer support, to address customer concerns and identify upselling/cross-selling opportunities. Immersive Labs offers a supportive and inclusive work environment with a comprehensive benefits package, including flexible work arrangements, generous time off, and professional development opportunities.

Requirements

• Experience in Cybersecurity or Cyber Risk Management
• Extensive 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 organisational 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

Responsibilities

• Partner with our customers to ensure effective onboarding - setting them up for success
• Create a communications plan to engage effectively throughout the customers journey
• Set strategies for the customer, put in place objectives and measure success
• Collaborate with our product and customer support team to share new features
• Upsell and cross-sell opportunities and partner with sales to close opportunities
• Take customer success reviews periodically and resolve concerns with the assistance of internal teams

Benefits

• You'll receive additional benefits allowance to use towards your chosen pension, healthcare and housing
• Time off, flexible and remote working so you can work when is best for you, includes 25 days annual leave + 2 volunteering days and a day off for your birthday
• Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover
• Career and learning development through the platform and our ‘Learn Anything’ fund
• Share in the companies success with share options, sales incentives and Recognition & Rewards for doing great work and living our values and behaviours
• Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours, job share, remote working