Senior Enterprise Customer Success Manager (German Speaking) - Remote within UK or Germany
Job Overview
Location
Germany
Job Type
Full-time
Category
Customer Success Manager
Date Posted
March 7, 2026
Full Job Description
đź“‹ Description
- • As a Senior Enterprise Customer Success Manager (German Speaking) at Immersive Labs, you will be at the forefront of empowering global organizations to build robust cyber resilience. You will serve as a trusted advisor to our enterprise clients, guiding them through every stage of their journey with the Immersive One platform, from initial onboarding to ongoing adoption, renewal, and expansion.
- • Your primary mission is to ensure customers achieve their strategic objectives and realize tangible, measurable outcomes through our cutting-edge cyber resilience solutions. This involves deeply understanding their unique challenges, business goals, and the evolving threat landscape they face.
- • You will be instrumental in fostering a culture of customer obsession, a core value at Immersive Labs, acting as the primary champion for the customer's voice within the organization. This means translating customer needs and feedback into actionable insights for product development, support, and sales teams.
- • The role requires a proactive and consultative approach, building and nurturing strong, high-value relationships with senior stakeholders within client organizations. You will be responsible for developing and executing comprehensive customer success plans tailored to each client's specific requirements.
- • A key aspect of your role will be to drive customer adoption and engagement with the Immersive One platform. This includes developing and implementing effective communication strategies, conducting regular business reviews (EBRs), and identifying opportunities for customers to leverage additional features and capabilities.
- • You will collaborate closely with Sales and Solution Consulting teams to support Proofs of Value (POVs) with existing customers, ensuring they experience the full potential of our platform.
- • Furthermore, you will partner with Cyber Resilience Advisors, Product Marketing, and Cyber & Engineering teams to ensure customers are informed about new features, best practices, and emerging threats, thereby maximizing their cyber resilience posture.
- • A significant part of your responsibility will be to identify and cultivate opportunities for account expansion through upsell and cross-sell initiatives, working in tandem with the sales department to deepen our engagement and impact within client accounts.
- • You will also play a crucial role in monitoring customer satisfaction (CSAT) and proactively addressing any concerns or challenges, coordinating with internal teams to ensure swift and effective resolution.
- • The role demands exceptional planning, presentation, and communication skills, enabling you to articulate complex concepts, present strategic roadmaps, and build consensus among diverse customer profiles.
- • You will be responsible for managing multiple customer projects simultaneously, ensuring timely and successful completion while maintaining a high standard of service and support.
- • By aligning customer strategies with the Immersive One platform's proven outcomes, you will directly contribute to customer retention, growth, and advocacy, solidifying Immersive Labs' position as a leader in cyber resilience.
- • This position offers the opportunity to work remotely within either the UK or Germany, providing flexibility while requiring fluency in German and, ideally, a base in central Germany with good travel links for regional meetings.
- • You will be part of a dynamic and growing company that values innovation, inclusivity, and a deep commitment to customer success, with opportunities for continuous learning and career development.
- • Your contributions will be vital in helping our clients navigate the ever-evolving cyber threat landscape with confidence and preparedness, making a real-world impact on global cybersecurity.
🎯 Requirements
- • Proven years of experience in senior Customer Success, account management, or an equivalent role within a SaaS environment.
- • Experience in Cybersecurity or Cyber Risk Management is strongly preferred.
- • Fluency in German and excellent written and verbal communication skills in English.
- • Ability to build and maintain high-valued, outcome-based relationships with a diverse customer profile base.
- • Exceptional planning, presentation, and written communication skills.
- • Experience in implementing customer solutions and client management.
- • Proven track record of managing multiple projects to completion, with excellent planning and organizational skills.
🏖️ Benefits
- • 30 days annual leave plus additional paid time off for volunteering and birthdays.
- • Enhanced parental leave, critical illness cover, and mindfulness groups for well-being.
- • Comprehensive career and learning development opportunities, including access to the Immersive Labs platform and a 'Learn Anything' fund.
- • Share options, sales incentives, and a Recognition & Rewards program.
- • Flexible and remote working options, including flexible start/finish times and reduced hours.
- • Regular team social events and activities.
- • Bi-annual EMEA HQ meetings and regular in-person regional gatherings.
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.
