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 cornerstone of our client relationships within the Federal Military sector, driving unparalleled cyber resilience for our nation's defense and governmental agencies.
- • You will cultivate strategic partnerships, deeply understanding each client's unique mission and translating their strategic outcomes into measurable success criteria that our cutting-edge SaaS platform is designed to meet.
- • This role is defined by an intense customer obsession, a core company value, ensuring that the voice of the customer is amplified across all departments at Immersive Labs, fostering a collaborative environment where your success is intrinsically linked to theirs.
- • Your primary responsibility will be to guide Federal Military clients through the entire customer lifecycle, from seamless onboarding to ongoing strategic engagement, ensuring they maximize the value and impact of the Immersive Labs platform.
- • You will be instrumental in developing and executing tailored customer success strategies, setting clear objectives, and meticulously measuring progress against agreed-upon success metrics.
- • A key aspect of your role involves educating clients and their teams on the comprehensive capabilities of our product suite, empowering them to leverage our real-life simulations and hands-on approach to continuously assess, build, and prove their cyber capabilities.
- • You will act as a trusted advisor, collaborating closely with our Professional Services and Customer Support teams to architect and deliver a cohesive strategic vision that aligns with the evolving cybersecurity needs of federal agencies.
- • Proactively identify opportunities for expansion and deeper integration of our solutions, working in tandem with the sales team to nurture and close upsell and cross-sell opportunities, thereby enhancing the client's cyber resilience posture.
- • Conduct regular, high-impact customer success reviews with executive stakeholders, ensuring that the strategic value and tangible benefits of the Immersive Labs platform are clearly understood and consistently realized.
- • This position requires a proactive approach to problem-solving, anticipating potential challenges and developing effective solutions to ensure sustained customer satisfaction and platform adoption.
- • You will be responsible for managing a dedicated portfolio of Federal Military accounts, requiring exceptional organizational skills and the ability to prioritize effectively in a dynamic environment.
- • The role demands a deep understanding of the cybersecurity landscape, particularly within the federal and military domains, to effectively communicate the platform's relevance and impact.
- • You will champion best practices in cyber resilience, guiding clients on how to integrate Immersive Labs into their broader security strategies and training programs.
- • By fostering strong, outcome-based relationships, you will ensure that clients view Immersive Labs not just as a vendor, but as an indispensable partner in their mission to protect critical infrastructure and sensitive data.
- • Your success will be measured by key performance indicators such as customer retention, platform adoption rates, expansion revenue, and overall customer satisfaction within your assigned book of business.
- • This role offers a unique opportunity to contribute to national security by enhancing the cyber resilience of key federal and military organizations through innovative, people-centric solutions.
- • You will be at the forefront of a rapidly growing company that is revolutionizing cybersecurity training and readiness, making a tangible difference in a critical sector.
- • The ability to adapt to evolving client needs and technological advancements within the cybersecurity space will be crucial for long-term success.
- • You will leverage your expertise to ensure that clients are not only compliant but also proactively prepared to face emerging cyber threats.
- • This position requires a strategic mindset, focusing on long-term value creation for our federal clients and solidifying Immersive Labs' position as a leader in the federal cybersecurity market.
- • You will be a key player in driving customer advocacy, turning satisfied clients into vocal proponents of the Immersive Labs platform and its transformative impact on cyber resilience.
- • The role involves continuous learning and development, staying abreast of the latest trends in cybersecurity and customer success management to provide the most effective guidance and support.
- • You will contribute to the continuous improvement of our customer success methodologies and play a vital role in shaping the future of cyber resilience for federal agencies.
- • Your dedication to fostering a culture of continuous improvement and learning within client organizations will be paramount.
- • You will be empowered to make data-driven decisions, utilizing platform analytics and customer feedback to refine strategies and enhance client outcomes.
- • This role is ideal for a motivated individual who thrives in a fast-paced, mission-driven environment and is passionate about making a significant impact in the federal cybersecurity domain.
- • You will be a vital link between our innovative technology and the critical missions of federal and military organizations, ensuring they are equipped to defend against the ever-evolving threat landscape.
- • Your ability to articulate complex technical concepts in a clear and concise manner to diverse audiences, including technical teams and senior leadership, will be essential.
- • You will be a proactive advocate for your clients, ensuring their needs and feedback are integrated into the product development roadmap.
- • This position offers the chance to work with a leading-edge cybersecurity platform that is actively shaping the future of cyber resilience.
🎯 Requirements
- • Minimum of 6 years of experience in customer success management, account management, or a similar client-facing role within a SaaS environment.
- • Proven experience working with and managing relationships at the federal agency, military branch, or civilian municipality level.
- • Exceptional strategic planning, communication (written and verbal), and presentation skills, with the ability to engage effectively with diverse stakeholders.
- • Demonstrated experience in implementing complex customer solutions and managing projects to successful completion, showcasing strong organizational and planning abilities.
- • Ability to travel periodically as required by business needs and project demands.
🏖️ Benefits
- • Competitive compensation package including base salary, bonus/commission, and equity (share options).
- • Comprehensive health, dental, and disability insurance.
- • Generous paid time off, including 33 holiday days, two volunteering days, and your birthday off.
- • Enhanced parental leave policy (12 weeks fully paid).
- • 401K match of up to 5% effective immediately.
- • Flexible and remote working arrangements.
- • Opportunities for career and learning development, including access to the Immersive Labs platform and a 'Learn Anything' fund.
- • Access to mental health support and fully paid sick leave.
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.
