Senior Customer Success Manager – East

We’re growing at an exceptional rate and are looking for people to share in our exciting future.

Get supportive mentoring and onboarding to set you up for success.

We love a challenge and are quick to adapt

About Immersive Labs

Constantly evolving cyber risks are no longer the sole responsibility of technical teams. The capabilities of the entire workforce must now be enhanced to protect from, defend against and respond to attacks.    

Immersive Labs are the cyber workforce optimization experts. We equip, exercise and evidence the human cyber abilities of entire workforces, preparing organizations to counter the latest cyber threats. 

Our game-changing platform transforms the way people learn by continuously analyzing and enhancing their capabilities, engaging their curiosity and unleashing their potential with content  informed by real-world events and threats.

https://www.immersivelabs.com/why-immersive-labs

Where we are now

Immersive Labs was founded in 2017 from a cargo container in Bristol, UK  we’ve grown to over 300 employees, and announced funding of more than $120 million. Our technology is already enabling organizations including KPMG, Sophos and Airbnb to measure, map to risk, and optimize the human cyber abilities of their entire workforce.

https://careers.immersivelabs.com/our-story/

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.

The opportunity
We’re growing fast and need the very best Senior Customer Success Manager to join our Customer Success team in the East region.  You will ensure customers receive exceptional value from the Immersive Labs platform by understanding their needs and supporting their journey through workshops, and direct engagement. 

You will be responsible for ensuring high levels of satisfaction, driving adoption, expanding the use of Immersive Labs across customers’ organizations, and managing customer programs. Your ability to organize, follow up, and be proactive about customer issues will provide continuous improvements to your customer’s satisfaction levels. Your communication skills and ability to work with customers ranging from security personnel through CISOs and other key stakeholders will be key to your success. 

Customer success is one of the keys behind Immersive Labs rapid growth and we need you to proactively blend project management and account management to maximize net revenue retention and unlock upsell and cross-sell opportunities. 

Your main responsibilities:

• Be the primary point of contact for designated accounts, serving as an advocate for customer needs to drive successful adoption and use of the Immersive Labs platform
• Perform customer onboarding, health checks, develop materials and presentations to conduct business reviews and proactively alert customers of any impending issues
• Engage with senior stakeholders to develop strategic business relationships
• Drive internal process improvement initiatives and help to organize and attend customer-focused events as necessary
• Identify potential cross-sell/upsell opportunities within accounts
• Use Gainsight and other relevant apps to comprehensively manage the customer relationship

To be successful:

• Experience of project management with a proven track record of managing multiple projects to completion along with excellent planning and organizational skills
• Customer success or post-sales/pre-sales experience with expertise engaging and managing relationships with customers
• Ability to troubleshoot and solve customer issues independently
• Interest or background in Cybersecurity,  Risk Management or Consulting and an understanding of Customer Success within a SaaS environment.

What Immersive Labs offer:

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

• Inclusive – We are open-minded and respectful of our colleagues
• Driven – Continuously improving on who we are and what we do
• Agile – We manage ambiguity, making timely and effective decisions

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, volunteering days, 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 behaviors
• While most of the team are fully remote, when you do visit, our North American HQ is based in the center 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.

Find out more at https://careers.immersivelabs.com

Level up your career with Immersive Labs. Apply now!