Senior Customer Success Manager - Defence (SC Cleared) - Remote within UK

Location

United Kingdom

Employment Type

Full time

Location Type

Remote

Department

Customer Experience

Overview

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

Senior Customer Success Manager - Defence (SC Cleared) - Remote within UK

Immersive is hiring! Could you be our next Senior Customer Success Manager? We're looking for an experienced, proactive and value-driven individual to join our established Customer Experience team in the UK as a Senior Customer Success Manager, primarily working with our UK Defence clients.

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.

Responsibilities

• 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

• Partner with senior stakeholders to align strategy and build programs for customers, with objectives and measurable outcomes

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

• Elevate our brand within our customer base mapping out upsell and cross-sell opportunities in partnership with sales to increase account penetration

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

Qualifications

• Proven experience & tenure in senior 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 the UK and to be SC Cleared ideally. If you have a track record of working in Customer Success within the Defence sector then would also be keen to speak. If you hold current DV this would also be highly desirable

Company and Team Context

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. Our growth is underpinned by our values: Driven, Inclusive, Customer Centric, One Team.

Benefits

• Time off, flexible and remote working with 25 days annual leave + 2 volunteering days and your birthday off

• Holiday entitlement increases with service, up to 30 days after five years

• Enhanced parental leave, mindfulness groups, critical illness cover, 7% matched pension, private healthcare

• Career and learning development funds and a Learn Anything fund

• Recognition & Rewards for delivering great work and living our values

• Flexible working options and a vibrant team culture with regular events

• UK hub location: centre of Bristol with railcard loan and cycle scheme

Find out more about life at Immersive Labs: careers page and company story are available on our site, with links provided in the original description.

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

For more about our recruitment process, please refer to the interview process page.