Customer Success Manager

A platform you can believe in: Immersive One is leading people-centric cyber resilience across the globe.

Partner with Immersive’s enterprise customers within this region to provide world-class onboarding and enablement experiences in their journey towards building cyber resilience, with readiness to tackle the cyber threats of tomorrow! If that excites you, read on!

Immersive help prove and improve your cyber resilience, by simulating real-world threats, testing your skills, and measuring performance. We put your readiness to the ultimate test. From sharpening technical capabilities to making high-pressure decisions, our platform allows you to assess every angle, pinpoint areas for growth, and prove your ability to tackle evolving cyber threats with unwavering confidence.

https://www.immersivelabs.com/why-immersive-labs

Immersive was founded in 2017, from a cargo container in Bristol, UK we’ve grown to over 300 employees globally, announced funding of more than £150 million and been voted a Best place to work on multiple occasions!

https://www.immersivelabs.com/company/our-story

Customer Success Manager - Australia & APAC (Asia Pacific region)

Immersive is hiring! Could you be our next Customer Success Manager?
We’re looking for an experienced, proactive and value-driven individual to join our growing Customer Experience team in the APAC region.

The essence of our Customer Success team is customer obsession. In fact, “Customer Centricity” is a core company value and embraced by every Immersive employee to support your efforts as champion of the customer voice.

Reporting directly to our VP of Customer Success and based out of Melbourne or Sydney in Australia, you will manage our regional customers through the entirety of their lifecycle: from onboarding to upsell to renewal, and align their strategic objectives with the Immersive One platform’s proven outcomes.

With customers like HSBC, UK National Health Services and Goldman Sachs, plus feedback like “The best tool for learning cyber security”, “A great platform to learn and gain hands on experience on tools” and “Immersive is a must have for every organisation,” you can see why customer obsession is the core of who we are, and our Customer Success Managers are the key pillar in elevating the customer voice and accelerating time to value.

Our most successful customer success managers here are consultative, customer centric and constantly expanding their knowledge through cross-team collaboration. Regional partners include members from our Sales and Solution Consulting teams as you conduct POVs with existing customers, executed EBRs, and identify opportunities to expand the relationship, but you will also build and leverage relationships with Cyber Resilience Advisors, Product Marketing and our Cyber & Engineering teams.

As one of the senior individual contributors in the team, your main responsibilities will include:

• Partner with our customers to ensure effective onboarding - setting them up for success

• Create and execute a communications plan to engage effectively throughout the customer journey

• Align strategy and build programs for customers, with objectives and measurable outcomes

• Collaborate with our product and customer support team to share new features

• Nurture upsell and cross-sell opportunities in partnership with sales to increase account penetration

• Monitor CSAT and resolve concerns with the assistance of internal teams.

Sounds good? We’d love to hear from you if you have proven experience in the following areas:

• A number of years 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.

• Experience in implementing customer solutions and client management

• Experience in project management with a proven track record of managing multiple projects to completion, along with excellent planning and organisational skills

• Ability to maintain a high-valued outcome-based relationship with a diverse customer profile base

• Based in Melbourne or Sydney, Australia. We would consider other locations within Australia but this is where you would be ideally based to best serve our clientbase

Immersive’s growth has been fueled by our values that underpin everything we do, here's how they relate to this role:

• Driven - We push the boundaries of innovation, acting swiftly to achieve ambitious outcomes. Our drive embodies a culture of ambition, where challenges are stepping stones to excellence.

• Inclusive - Our strength lies in diversity, fostering a culture where every individual contributes to our collective strength. We champion open dialogue and empathy, ensuring a collaborative, inclusive workplace.

• Customer Centric - We seek to develop deep relationships with our customers to help them achieve their business outcomes. We exceed our customers and partners' expectations by crafting products, services and experiences that surprise, delight and ensure they feel valued and supported every day.

• One Team - We are a talented global team working together to achieve our vision. Central to our ethos, resilience means adapting and thriving in adversity. It guides our innovation, ensuring we and our clients are prepared for the future.

We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work. Excited by the above? We’re ready to receive your application!

As well as an inclusive, supportive place for you to be you. We offer an extensive range of benefits so you can do your very best work:

• Time off, flexible and remote working so you can work when is best for you, includes 25 days annual leave + 2 volunteering days and birthday half day

• Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover,

• Career and learning development through the platform and our ‘Learn Anything’ fund

• Share in the companies success with share options, sales incentives and Recognition & Rewards for doing great work and living our values and behaviours

• Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours, job share, remote working

• We’re a sociable, tight-knit team with monthly socials, and sports clubs. Our socials have included everything from pottery painting and paper mask making, to movie nights and escape rooms

• While this is a remote position, we do all meet in our UK HQ on an annual basis, with more regional gatherings.

Find out more about life at Immersive Labs https://careers.immersivelabs.com

Cyber threats wait for no one and neither should you. Apply now!

If you would like to read more about what you can expect from our recruitment process, you can visit our dedicated interview process page.