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Immersive Labs Logo Immersive Labs · Customer Service

Senior Customer Success Manager - Defence

United Kingdom · Job Posted February 18, 2026
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Job Description

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! 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.

Job Responsibility

  • 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

Requirements

  • 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
  • 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

What we offer

  • 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
  • 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
  • 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
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