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Customer Experience Enablement, Program Manager

Immersive Labs

Immersive Labs empowers organizations to equip, exercise, and evidence human capabilities in cybersecurity.

Be part of a progressive, open and productive workplace, where different opinions and beliefs are valued.

Join a driven team changing the face of cybersecurity.

We love a challenge and are quick to adapt.


About Immersive Labs

Immersive Labs enables organizations to evidence their cyber capability, risk and resilience across technical and non-technical teams for the first time. Our platform gives you the ability to measure real-time cyber efficacy as it relates to cyber teams, developers, engineers and executives. All in one platform, kept up to date at the speed of cyber. We call this Cyber Workforce Optimization.



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.


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

Do you have a passion for delighting others and seeing people succeed? Are you inspired to help others unlock their full potential and prepare them against Cyber Threat ? As a Customer Success, Enablement Program Manager, you will engage and educate new and existing customers, by leading one to many programs to ensure full adoption of Immersive Labs products and services from onboarding to renewal. 

You’ll develop a deep understanding of the customer’s needs and desired goals and develop programs to enable them on solution best practices and new solution features, leveraging data insights to target customers with the right content at the right time.


Your main responsibilities (we’re scaling fast, so these may change as we grow):

  • Be a solution expert serving our Immersive Labs customers.
  • Develop a clear customer enablement and solution adoption roadmap for tech touch automation in close collaboration and coordination with product, marketing, services and support teams with segmentation by customer personas and journey phase.
  • Partner with stakeholders from Product and Marketing to ensure customer content is learner-ready by being relevant, accessible, measurable and presented with context.
  • Analyze data insights, usage trends, and customer feedback to inform program development – and closely monitor and track results of programs to drive greater adoption of your solution portfolio.
  • Enable internal Customer Success teams on new product functionality, best practices, and usage of Immersive Labs solutions to drive goals and outcomes, repurposing customer facing content in formats that Customer Success can leverage in one-to-one conversations.
  • Work with the Marketing team to host live presentations for US customer user groups or roadshows, and Customer Advisory Board meetings.
  • Surface customer feedback to other internal product teams to influence product roadmap.


You should apply if you have ​​(we know it’s tough, but please try to avoid the ​​confidence gap​.​​ You don’t have to match all the listed requirements exactly to be considered for this role):

  • Experience building customer adoption and enablement programs in a B2B environment
  • Knowledge of building programs for Cybersecurity customers would be a plus
  • Excellent presentation skills and a command of instructional design, you’ll be very comfortable speaking in front of large groups of customers
  • Ability to distil complex topics into learning formats that customers can consume, understand and action
  • Experience collaborating cross functionally with product, marketing, services and customer success teams
  • Knowledge of Gainsight would be an advantage


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!



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Customer Experience Enablement, Program Manager

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Immersive Labs

Immersive Labs empowers organizations to equip, exercise, and evidence human capabilities in cybersecurity.

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