Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 17, 2026
Full Job Description
đź“‹ Description
- • As a Senior Customer Success Manager at Immersive Labs, you will be the primary advocate for our UK Defence clients, ensuring they achieve maximum value and cyber resilience through our industry-leading Immersive One platform.
- • You will manage the entire customer lifecycle, from initial onboarding and enablement to driving renewals and identifying opportunities for expansion, ensuring a seamless and successful journey for each client.
- • Your role is pivotal in fostering deep, outcome-based relationships with senior stakeholders within these critical organisations, aligning their strategic objectives with the capabilities of the Immersive One platform.
- • You will be responsible for creating and executing comprehensive communication plans to maintain consistent engagement and proactively address client needs throughout their tenure.
- • A key aspect of your role will involve partnering closely with Sales and Solution Consulting teams to conduct Proofs of Value (POVs) with existing customers, demonstrating the ongoing benefits and potential of our solutions.
- • You will lead Executive Business Reviews (EBRs), presenting key performance indicators, strategic insights, and future roadmap alignment to senior client leadership.
- • By collaborating with Cyber Resilience Advisors, Product Marketing, and Cyber & Engineering teams, you will act as the voice of the customer, providing invaluable feedback to inform product development and service enhancements.
- • You will proactively monitor customer satisfaction (CSAT) metrics and orchestrate internal resources to swiftly resolve any concerns, ensuring a consistently high level of service.
- • This position requires a consultative approach, where you will leverage your expertise to guide customers in developing robust cyber resilience strategies, utilising the Immersive One platform as a core component.
- • You will identify and pursue upsell and cross-sell opportunities in close partnership with the sales team, contributing directly to account growth and deepening the customer relationship.
- • Your ability to understand complex organisational structures and influence decision-makers within the Defence sector will be crucial for success.
- • You will be instrumental in developing and implementing tailored customer success programs that are aligned with specific client objectives and deliver measurable outcomes.
- • This role demands exceptional planning and organisational skills to manage multiple projects concurrently, ensuring all client engagements are executed flawlessly and on time.
- • You will contribute to the continuous improvement of our customer success methodologies and best practices, sharing your knowledge and experience with the wider team.
- • By staying abreast of the latest cyber threats and industry trends, you will provide strategic guidance to clients, positioning Immersive Labs as a trusted advisor in their cyber resilience journey.
- • You will facilitate the adoption of new platform features and functionalities, ensuring clients are leveraging the full potential of Immersive One to meet their evolving security needs.
- • Your success will be measured by key metrics such as customer retention, expansion revenue, customer satisfaction, and the overall cyber resilience posture of your assigned accounts.
- • You will embody the Immersive Labs value of 'Customer Centricity', ensuring that every interaction and strategic decision prioritises the client's success and business outcomes.
- • This is an opportunity to work with a globally recognised platform that is making a tangible impact on cyber resilience for some of the world's most critical organisations.
- • You will be part of a dynamic and growing company that is passionate about cybersecurity and committed to its employees' development and well-being.
🎯 Requirements
- • Proven experience and tenure in senior Customer Success, Account Management, or equivalent within a SaaS environment.
- • A strong track record of working in Customer Success specifically within the UK 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 high-valued, outcome-based relationships with a diverse customer profile base.
- • Must be based in the UK and hold current SC Clearance.
🏖️ Benefits
- • 25 days annual leave, plus 2 volunteering days and your birthday off.
- • Additional holiday days awarded based on tenure, up to a maximum of 30 days after five years of service.
- • Enhanced parental leave.
- • Comprehensive private healthcare plan.
- • Critical illness cover.
- • 7% matched pension scheme.
- • Dedicated professional development fund and a 'Learn Anything' fund for personal learning.
- • Opportunities for flexible and remote working, including flexible start and finish times or reduced hours.
Skills & Technologies
Senior
Remote
About Immersive Labs Limited
Immersive Labs Limited provides a cloud-based cyber workforce resilience platform that delivers hands-on cybersecurity labs, threat simulations, and skills assessments for enterprises, governments, and critical infrastructure. The SaaS offering continuously maps individual and team capabilities against evolving threats, enabling organizations to measure, build, and prove cyber readiness across technical and non-technical staff. Founded in 2017 and headquartered in Bristol, UK, the company serves Fortune 500, defense, and public-sector clients worldwide through on-demand, browser-based training environments.
