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Immersive Labs Logo Immersive Labs · IT - Administration

Senior Enterprise Customer Success Manager

Germany; 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. Manage 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 customers to ensure effective onboarding
  • 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 years experience 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, along with excellent planning and organisational skills
  • Ability to maintain a high-valued outcome-based relationship with a diverse customer profile base
  • Based in central Germany, with good travel links
  • Must be able to speak fluent German

What we offer

  • Time off, flexible and remote working, includes 30 days annual leave + 2 volunteering days and birthday day off
  • Enhanced parental leave, mindfulness groups, critical illness cover
  • Career and learning development through the platform and our ‘Learn Anything’ fund
  • Share options, sales incentives and 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, job share, remote working
  • Monthly socials, and sports clubs
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