Customer Success Manager

Relocation | full time
Immersive Labs

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.

You will own a set of EMEA customers from onboarding to renewal, penetrating deep into the heart of the customer to understand their strategic objectives (sometimes they don't even know this themselves and you have to get in touch with your inner Sherlock Holmes to search it out) and ensure our platform delivers.

With customers like HSBC, NHS and Goldman Sachs and feedback like “The best tool for learning cyber security”, “A great platform to learn and gain hands on experience on tools” and “Immersive Labs is a must have for every organisation” you can see why customer obsession is the core of who we are, and you can be a key pillar in elevating the customer voice and keeping our NPS score at 58+.

Your main responsibilities:

Partner with our customers to ensure effective onboarding - setting them up for success
Create a communications plan to engage effectively throughout the customers journey
Set strategies for the customer, put in place objectives and measure success
Collaborate with our product and customer support team to share new features
Upsell and cross-sell opportunities and partner with sales to close opportunities
Take customer success reviews periodically and resolve concerns with the assistance of internal teams.

You should apply if you have:

Experience in customer success management, account management, or equivalent within a SaaS environment.
Bilingual in German and English
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 organisational 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.

Bonus:

Experience in Cybersecurity or Cyber Risk Management
Bilingual in French or Spanish

What Immersive Labs 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 birthday half day
Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover, pension, health plan and more
Career and learning development through the platform 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, job share, remote working
We’re a sociable, tight-knit team with monthly socials, sports clubs and quarterly parties. Our socials have included everything from pottery painting and paper mask making, to movie nights and escape rooms
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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