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 at the forefront of ensuring our enterprise clients achieve unparalleled cyber resilience. You will act as a trusted advisor, guiding a portfolio of UK-based customers through their entire journey with our groundbreaking Immersive One platform. This role is pivotal in fostering deep, long-term relationships, driving adoption, and ensuring our clients maximize the value derived from our solutions, ultimately empowering them to tackle the evolving cyber threats of tomorrow with confidence.
- • Your primary responsibility will be to champion the customer's voice within Immersive Labs, ensuring their strategic objectives are not only understood but also directly aligned with the capabilities and outcomes delivered by the Immersive One platform. You will be instrumental in translating client needs into actionable strategies, facilitating a seamless onboarding experience, and proactively identifying opportunities for growth and deeper engagement.
- • You will meticulously craft and execute comprehensive communication plans, maintaining consistent and meaningful engagement with your clients throughout their lifecycle. This includes regular check-ins, strategic business reviews, and proactive outreach to ensure they are leveraging the platform to its full potential and achieving measurable results.
- • A key aspect of this role involves close collaboration with our Sales and Solution Consulting teams. You will partner with them to conduct Proofs of Value (POVs) with existing customers, demonstrating the ongoing benefits and potential for expansion. This collaborative effort extends to identifying and nurturing upsell and cross-sell opportunities, thereby increasing account penetration and strengthening our partnership with these key organizations.
- • You will be responsible for orchestrating Executive Business Reviews (EBRs) with senior stakeholders at client organizations. These reviews are critical for showcasing the value delivered, discussing strategic alignment, and planning future initiatives that align with their evolving cyber resilience goals. Your ability to articulate complex concepts and demonstrate tangible outcomes will be paramount.
- • Building and nurturing strong relationships across various internal teams is essential. You will work closely with Cyber Resilience Advisors, Product Marketing, and our Cyber Engineering teams to gather insights, share customer feedback, and ensure that product development and marketing efforts are aligned with customer needs. This cross-functional collaboration ensures a cohesive and customer-centric approach.
- • As a senior individual contributor, you will play a crucial role in monitoring Customer Satisfaction (CSAT) metrics and proactively addressing any concerns. You will work with internal support teams to swiftly resolve issues, ensuring a consistently positive customer experience.
- • You will be responsible for developing and implementing strategic programs for your assigned accounts, focusing on achieving specific, measurable outcomes. This requires a deep understanding of the customer's business, their challenges, and how Immersive Labs can be a strategic partner in their success.
- • The role demands exceptional planning, presentation, and written communication skills. You will be expected to present complex information clearly and concisely to diverse audiences, from technical teams to executive leadership.
- • You will actively contribute to the continuous improvement of our customer success methodologies and best practices. Sharing your experiences and insights will help shape the future of the Customer Experience team and the broader organization.
- • By partnering with customers to ensure effective onboarding, you set them up for long-term success, fostering a foundation of trust and mutual benefit. This proactive approach minimizes churn and maximizes lifetime value.
- • You will elevate the Immersive Labs brand within your customer base by consistently demonstrating value and identifying opportunities for them to expand their use of our solutions, thereby increasing account penetration and revenue.
- • Your ability to manage multiple projects simultaneously, with excellent planning and organizational skills, will be critical to success in this dynamic role.
- • Ultimately, you will be the primary advocate for your customers, ensuring their voice is heard and their needs are met, thereby accelerating their time to value and solidifying Immersive Labs as their indispensable partner in cyber resilience.
🎯 Requirements
- • Proven experience and tenure in senior Customer Success, Account Management, or an equivalent client-facing role within a SaaS environment.
- • Experience in Cybersecurity or Cyber Risk Management is strongly preferred.
- • Exceptional planning, presentation, and written communication skills.
- • Demonstrated experience in implementing customer solutions and managing client relationships.
- • Proven track record in project management, with excellent planning and organizational skills, capable of managing multiple projects to completion.
🏖️ Benefits
- • Time off, flexible and remote working options, including 25 days annual leave, 2 volunteering days, and your birthday off.
- • Enhanced holiday entitlement with longer tenure, up to 30 days after five years of service.
- • Comprehensive family and personal well-being support, including enhanced parental leave, mindfulness groups, critical illness cover, and private healthcare.
- • Generous pension scheme with a 7% employer match.
- • Extensive career and learning development opportunities, including access to the Immersive Labs platform, a dedicated professional development fund, and a 'Learn Anything' fund for non-work-related learning.
- • Recognition and rewards program for outstanding work and embodiment of company values.
- • Informal or formal flexible working arrangements, such as flexible start/finish times or reduced hours.
- • Vibrant team culture with regular social events and team-building activities.
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.
