Immersive
Job role: Customer Success Manager
Company name: Immersive
Location: Remote, USA
Salary: N/A
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About the Job: Founded in 2017 from a cargo container in Bristol, UK, Immersive has progressed to the global stage and has secured over $180 million of funding.
We’re looking for a strong Customer Success Manager to join the US team & own a book of our customers to develop a strategic partnership, by working with the customer 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.
With customers like HSBC, NHS and Goldman Sachs and feedback like “The best tool for learning cyber security”, “A great platform to learn and gain hands on experience on tools” and “Immersive Labs is a must have for every organization” you can see why customer obsession is the core of who we are, and you can be a key pillar in elevating the customer voice and keeping our customer as a leader on the Forrester Wave.
Read more about what our customers say about the platform here: https://www.immersivelabs.com/customers/
Your Key Responsibilities:
- 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
Your Expertise/Qualification:
- 3-5 years of experience in customer success management, account management, or equivalent within a SaaS environment.
- 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 profile base
- Willing to travel periodically based on the business and project’s needs
- Experience in cybersecurity is a plus
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