Customer Success Manager

Summary

Join Immersive Labs, a leader in people-centric cyber resilience, as a Customer Success Manager. You will build strategic partnerships with clients, ensuring our platform delivers on their objectives. This role involves onboarding clients, providing training, setting strategies, collaborating with internal teams, identifying upsell opportunities, and conducting customer success reviews. The ideal candidate possesses 3-5 years of experience in customer success management within a SaaS environment, exceptional communication and presentation skills, and project management experience. Immersive Labs offers a comprehensive benefits package including health insurance, retirement benefits, paid time off, flexible and remote work options, professional development opportunities, and more.

Requirements

• 3-5 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

Responsibilities

• Partner with our customers to ensure effective onboarding, where you will walk them through our customer lifecycle, agree upon outcomes, and work towards those success criteria
• Train clients on how they and their teams will get the most out of our product suite
• Set strategies for the customer, put in place objectives and measure success
• Collaborate with our professional service and customer support team to deliver a strategic vision
• Identify upsell and cross-sell opportunities and partner with sales to help them close opportunities
• Run customer success reviews with your clients to ensure value is understood at an executive level

Preferred Qualifications

Experience in cybersecurity is a plus

Benefits

• Prosper in our success with share options, and rewards for doing great work and living our values
• Look after you and your family with health, dental, and disability insurance, fully paid sick leave, and mental health support
• Save for the future with a 401K match of up to 5% – effective immediately
• 33 holiday days plus two volunteering days, 12 weeks enhanced parental leave, and your birthday off
• Flexible and remote working, so you can work when and where you work best
• Career and learning development through the platform and our Learn Anything fund
• Monthly socials and sports clubs for our sociable, tight-knit teams (we’ve done everything from cake making to escape rooms)