Senior Manager, Customer Success

2 months ago

Other US Location, Afghanistan Immersive Labs Full time

Immersive Labs is the leader in people-centric cyber resilience. We help organizations continuously assess, build, and prove their cyber workforce resilience for teams across the entire organization, from front-line cybersecurity and development teams to Board-level executives. We provide realistic simulations and hands-on cybersecurity labs to evaluate individual and team capabilities and decision-making against the latest threats.

Where we are now
Immersive Labs was founded in 2017, from a cargo container in Bristol, UK we've grown to over 300 employees globally, announced funding of more than £140 million and been voted a Best place to work for the last 3 years running We are trusted by the world's largest organizations including HSBC, Goldman Sachs and the UK NHS to measure, map to risk, and optimize the human cyber abilities of their entire workforce.

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.
Senior Manager, Customer Success
The Senior Manager, Customer Success has line management responsibility of the Customer Success team, driving strategy through team leadership and day-to-day oversight of team initiatives. The Senior Manager is responsible for supporting the VP, Customer Success in delivering strategic priorities and implementing management processes.
As the Senior Manager, Customer Success you will provide leadership, influence and guidance across wider Immersive Labs, with particular focus on delivering customer excellence and delivering business outcomes.
With customer feedback such as "the best tool for learning cyber security", "great platform to learn and gain hands-on experience with tools" and "Immersive Labs is a must-have for every organisation" 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 experience..
Read more about what our customers say about the platform here:
Your main responsibilities (we're scaling fast, so these may change as we grow):

  • Build, lead and scale Customer Success, ensuring an excellent customer experience
  • Conduct team hiring, enablement, coaching, and developing our global team of high performing CSMs
  • Drive operational practices to track performance of teams and individuals
  • Perform team management functions, including regular 1-2-1's, performance reviews and disciplinary actions as necessary
  • Lead the Customer Success team in driving outcomes and excellent customer experience result in higher customer satisfaction, reducing churn and driving new business through greater advocacy
  • Address tactical and strategic customer issues, orchestrating resources across the company as appropriate
  • Directly manage a small number of strategic accounts, nurture executive relationships with customers, including management of executive-level escalations

You should apply if you have (we know it's tough, but please try to avoid the confidence gap . You don't have to match all the listed requirements exactly to be considered for this role):

  • Extensive experience in a SaaS company leading post-sales customer-facing roles.
  • Experience of leading Customer Success and Renewal teams with accountability for business results.
  • Deep understanding of SaaS and Enterprise Sales business model with understanding of customer lifecycle measures and SaaS revenue streams.
  • Experience supporting a quota carrying sales/renewals team and driving sales productivity.
  • A strong passion for delivering value to customers.
  • Experience scaling global teams during hyper growth phase.
  • Deep experience with Gainsight and Renewals Management/Recurring Revenue Management software

Immersive Labs' growth has been fuelled by the values that underpin everything we do, here's how they relate to this role:

  • Drive - We are innovators and market-creators, constantly moving forward to achieve results in support of our mission.
  • Inclusive - We are passionate about creating an environment of inclusion and respect for our employees, customers and partners, everyone has opportunities to thrive.
  • Customer Obsessed - We seek to develop deep relationships with our customers to help them achieve their business outcomes
  • One Team - We are a talented global team working together to achieve our vision.

If you would like to read more about what you can expect from our recruitment process, you can visit our dedicated interview process page.
What Immersive Labs offer: 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 a day off for your birthday
  • Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover, 7% matched pension, health plan and more
  • Career and learning development through the platform and our 'Learn Anything' fund
  • Recognition & Rewards for doing great work and living our values and behaviours
  • 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
  • When you do visit the UK hub, getting there is easy: we're based in the centre of Bristol, just a 10 minute walk from the train station. We also offer a railcard loan and cycle scheme to buy a new bike

Find out more at
Level up cyber workforces around the world, click apply to find out more.

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