Job Overview
Location
United Kingdom
Job Type
Full-time
Category
Customer Success Manager
Date Posted
April 28, 2026
Full Job Description
đ Description
- ⢠Partner with enterprise customers in the UK and Iberia to deliver world-class onboarding and enablement experiences, driving cyber resilience outcomes through the Immersive One platform.
- ⢠Manage the full customer lifecycleâonboarding, upsell, renewal, and expansionâby aligning strategic objectives with platform capabilities and ensuring measurable value delivery.
- ⢠Collaborate with Sales, Solution Consulting, Product, Cyber Resilience Advisors, and Engineering teams to execute POVs, EBRs, and identify growth opportunities.
- ⢠As a senior individual contributor, nurture high-value relationships, monitor CSAT, resolve concerns, and champion the customer voice across the organization.
- ⢠Immersive Labs is a globally recognized cyber resilience leader founded in 2017, backed by over £150M in funding, serving clients like HSBC, NHS, and Goldman Sachs, and consistently ranked as a Best Place to Work.
- ⢠Join a customer-obsessed, inclusive, and driven team where Customer Centricity is a core value and every employee is empowered to act as a champion of the customer.
- ⢠Develop expertise in cyber resilience, SaaS customer success, and cross-functional strategy while advancing your career in a high-growth, values-driven environment.
đŻ Requirements
- ⢠Proven experience in 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, with ability to engage diverse stakeholders effectively.
- ⢠Demonstrated experience in implementing customer solutions, managing end-to-end client relationships, and driving project completion with strong organisational skills.
- ⢠Fluency in Spanish (required for Iberia focus); based in the UK or Belgium, with French fluency required and German fluency highly desirable.
- ⢠Ability to maintain high-value, outcome-based relationships with a diverse customer profile and drive upsell/cross-sell opportunities in partnership with Sales.
đď¸ Benefits
- ⢠25 days annual leave + 2 volunteering days + birthday day off, plus flexible and remote working options tailored to individual needs.
- ⢠Enhanced parental leave, mindfulness groups, critical illness cover, and comprehensive wellbeing support for employees and families.
- ⢠Career and learning development via the Immersive One platform and the âLearn Anythingâ fund, plus share options, sales incentives, and Recognition & Rewards.
- ⢠Informal and formal flexible working arrangements, including flexible hours, reduced hours, job share, and remote work.
- ⢠Regular team socials (e.g., pottery painting, escape rooms, movie nights) and bi-annual EMEA HQ meetups to foster connection and culture.
Skills & Technologies
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.
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