Senior Customer Success Manager - Federal

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 profile base

• Willing to travel periodically based on the business and project’s needs

• Experience in cybersecurity is a plus

• Active security clearance is a plus but not required

Immersive Labs’ growth has been fueled 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.

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:

• Prosper in our success with share options, and rewards for doing great work and living our values

• Look after you and your family with health, dental, and disability insurance, fully paid sick leave, and mental health support

• Save for the future with a 401K match of up to 5% – effective immediately

• 33 holiday days plus two volunteering days, 12 weeks enhanced parental leave, and your birthday off.

• Flexible and remote working, so you can work when and where you work best

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

• While most of the team are fully remote, when you do visit, our North American HQ is based in the center of Boston, just a 10 minute walk from Back Bay train station

• Monthly socials and sports clubs for our sociable, tight-knit teams (we’ve done everything from cake making to escape rooms)

Immersive’s commitment to fair and equitable compensation practices means that our compensation & benefits team prices each individual role before it is opened. Each team member is eligible for a compensation plan made up of a base salary + bonus (either annual or variable commission, depending on role) + equity. We expect most candidates for this position to fall within a base salary range of $110,825 - $150,087, though the specific package will vary based on a candidate’s qualifications, skills, competencies, location and experience.

Find out more at https://careers.immersivelabs.com