A product you can believe in. Immersive Labs is the leader in people-centric cyber resilience
We have an exciting vision for cybersecurity - one that puts people at the center of cyber. Our cyber resilience SaaS platform is an agile, hands-on solution that helps teams continuously assess, build, and prove cyber capabilities through real-life simulations, rather than one-off training sessions.
We help the world’s biggest brands like Citi, Pfizer, Daimler, Humana, and HSBC, protect their networks, revenues and brand reputations.
Founded in 2017 from a cargo container in Bristol, UK, Immersive Labs has progressed to the global stage and has secured over $180 million of funding.
The Role
We’re looking for a strong Senior Customer Success Manager to join the US team & own a book of our Federal/Military customers. In this role you’ll develop a strategic partnership with those customers, by working with them to pair their strategic outcomes with objective success criteria, to ensure our platform delivers.
Customer Success can mean so many things, the essence of our Customer Success team is customer obsession. In fact, our customer obsession is so intense it's a company value - it's embraced in every team meaning you know the whole of Immersive Labs is on your side when you are championing the customer voice.
Read more about what our customers say about the platform here: https://www.immersivelabs.com/customers/
Given the customer base that this role will be responsible for, we’re currently considering candidates who are physically located in & around the DC Metro area, Virginia and Maryland.
What You’ll Do
- Partner with our customers to ensure effective onboarding, where you will walk them through our customer lifecycle, agree upon outcomes, and work towards those success criteria
- Train clients on how they and their teams will get the most out of our product suite
- Set strategies for the customer, put in place objectives and measure success
- Collaborate with our professional service and customer support team to deliver a strategic vision
- Identify upsell and cross-sell opportunities and partner with sales to help them close opportunities
- Run customer success reviews with your clients to ensure value is understood at an executive level
Who You Are
- 6+ years of experience in customer success management, account management, or equivalent within a SaaS environment
- Experience working with & managing relationships at federal agencies, military branches and/or civilian municipalities
- Exceptional planning and communication skills
- Stellar presentation skills, client management, and written communication skills.
- Experience in implementing customer solutions
- Experience in project management with a proven track record of managing multiple projects to completion, along with excellent planning and organizational skills
- Ability to maintain a high-valued outcome-based relationship with an eclectic customer profil