Senior Customer Success Manager - Defence (SC Cleared) - Remote within UK

A platform you can believe in: Immersive One is the leading cyber resilience solution across the globe. Partner with Immersive’s enterprise customers within this region to provide world-class onboarding and enablement experiences in their journey towards building cyber resilience, with readiness to tackle the cyber threats of tomorrow!

Immersive helps prove and improve your cyber resilience by simulating real-world threats, testing your skills, and measuring performance. We put your readiness to the ultimate test. From sharpening technical capabilities to making high-pressure decisions, our platform allows you to assess every angle, pinpoint areas for growth, and prove your ability to tackle evolving threats with unwavering confidence.

Immersive was founded in 2017; from a cargo container in Bristol, UK we’ve grown to over 300 employees globally, announced funding of more than £150 million and been voted a Best place to work on multiple occasions! Immersive is a global company focused on cyber resilience and learning experiences.

The essence of our Customer Success team is customer obsession. In fact, “Customer Centricity” is a core company value and embraced by every Immersive employee to support your efforts as champion of the customer voice. Reporting directly to our Director of Customer Success and based out of the UK you will manage our regional customers through the entirety of their lifecycle: from onboarding to upsell to renewal, and align their strategic objectives with the Immersive One platform’s proven outcomes.

With customers like HSBC, UK National Health Services and Goldman Sachs, plus feedback like “The best tool for learning cyber security”, “A great platform to learn and gain hands on experience on tools” and “Immersive is a must have for every organisation,” you can see why customer obsession is the core of who we are, and our Customer Success Managers are the key pillar in elevating the customer voice and accelerating time to value.

Our most successful customer success managers here are consultative, customer centric and constantly expanding their knowledge through cross-team collaboration. You will partner with our Sales and Solution Consulting teams as you conduct POVs with existing customers, execute EBRs, and identify opportunities to expand the customer relationship. Additionally you will build and leverage relationships with Cyber Resilience Advisors, Product Marketing and our Cyber & Engineering teams.

As one of the senior individual contributors in the team, your main responsibilities will include:

• Partner with our customers to ensure effective onboarding - setting them up for success
• Create and execute a communications plan to engage effectively throughout the customer journey
• Partner with senior stakeholders to align strategy and build programs for customers, with objectives and measurable outcomes
• Collaborate with our product and customer support team to share new features
• Elevate our brand within our customer base mapping out upsell and cross-sell opportunities in partnership with sales to increase account penetration
• Monitor CSAT and resolve concerns with the assistance of internal teams.

We’d love to hear from you if you have proven experience in the following areas:

• Proven experience & tenure in senior Customer Success, account management, or equivalent within a SaaS environment. A track record of working in Customer Success within the Defence sector is key to this role.
• Experience in Cybersecurity or Cyber Risk Management is strongly preferred
• Exceptional planning, presentation, and written communication skills.
• Experience in implementing customer solutions and client management
• 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 a diverse customer profile base
• Based in the UK and to be SC Cleared. If you hold current DV this would also be highly desirable

Our values:

• Driven - We push the boundaries of innovation, acting swiftly to achieve ambitious outcomes. Our drive embodies a culture of ambition, where challenges are stepping stones to excellence.
• Inclusive - Our strength lies in diversity, fostering a culture where every individual contributes to our collective strength. We champion open dialogue and empathy, ensuring a collaborative, inclusive workplace.
• Customer Centric - We seek to develop deep relationships with our customers to help them achieve their business outcomes. We exceed our customers and partners' expectations by crafting products, services and experiences that surprise, delight and ensure they feel valued and supported every day.
• One Team - We are a talented global team working together to achieve our vision. Central to our ethos, resilience means adapting and thriving in adversity. It guides our innovation, ensuring we and our clients are prepared for the future.

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.

Excited by the above? We’re ready to receive your application!

Benefits:

• Time off, flexible and remote working so you can work when is best for you, includes 25 days annual leave + 2 volunteering days and your birthday off
• The longer you are with Immersive, the more holiday days you get, up to a maximum of 30 days after five years of service
• Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover, 7% matched pension, private healthcare plan and more
• Career and learning development through the platform, a dedicated professional development fund and our ‘Learn Anything’ fund - which enables you to learn anything that’s not work!
• 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
• We have a vibrant team culture with team events throughout the year. Our socials have included everything from pottery painting and paper mask making, to dungeons and dragons!
• When you do visit the UK hub, getting there is easy: we’re based in the centre of Bristol, just a 10 minute walk from the train station. We also offer railcard loan and cycle scheme to buy a new bike

Find out more about life at Immersive Labs (careers page): https://careers.immersivelabs.com

Cyber threats wait for no one and neither should you. Apply now!

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