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Immersive Labs Logo Immersive Labs · Customer Service

Senior Customer Success Manager - Federal

United States 110825.00 - 150087.00 USD / Year · Job Posted February 18, 2026

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Job Description

We’re looking for a strong Senior Customer Success Manager to join the US team & own a book of our Federal/Military customers. In this role you’ll develop a strategic partnership with those customers, by working with them to pair their strategic outcomes with objective success criteria, to ensure our platform delivers. Customer Success can mean so many things, the essence of our Customer Success team is customer obsession. In fact, our customer obsession is so intense it's a company value - it's embraced in every team meaning you know the whole of Immersive Labs is on your side when you are championing the customer voice.

Job Responsibility

  • 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

Requirements

  • 6+ years of experience in customer success management, account management, or equivalent within a SaaS environment
  • Experience working with & managing relationships at federal agencies, military branches and/or civilian municipalities
  • 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

Nice to have

  • Experience in cybersecurity is a plus
  • Active security clearance is a plus but not required

What we offer

  • 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)
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