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Senior Customer Success Manager

immersivelabs.com Logo

Immersive Labs

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Location:
United Kingdom

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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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. 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
  • 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
  • Excellent planning and organisational skills
  • Ability to maintain a high-valued outcome-based relationship with a diverse customer profile base
What we offer:
  • Time off, flexible and remote working
  • 25 days annual leave + 2 volunteering days and your birthday off
  • Increased holiday days with tenure, up to a maximum of 30 days after five years of service
  • Enhanced parental leave
  • Mindfulness groups
  • Critical illness cover
  • 7% matched pension
  • Private healthcare plan
  • Career and learning development through the platform
  • Dedicated professional development fund
  • 'Learn Anything' fund
  • Recognition & Rewards for doing great work and living our values
  • Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours
  • Vibrant team culture with team events throughout the year
  • Railcard loan and cycle scheme to buy a new bike

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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