Customer Success Manager

| Remote
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Get supportive mentoring and onboarding to set you up for success.

We’re growing at an exceptional rate and are looking for people to share in our exciting future.

Join an agile team changing the face of cybersecurity.


About Immersive Labs

Immersive Labs are the cyber skill experts. We equip, exercise and evidence the cyber skills of entire workforces, preparing organisations to counter the latest cyber threats. Our game-changing platform transforms the way people learn by engaging their curiosity and unleashing their potential with content informed by real-world events and threats.


https://www.immersivelabs.com/platform-overview/


Where we are now

Immersive Labs was founded in 2017. Since then we’ve grown to over 100 employees in our Bristol HQ and announced funding of more than $45 million. Our technology is already helping over 100 enterprises, including security teams at KPMG, Sophos and the NHS, while around 2,500 labs are completed every single day.

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.


The opportunity

We’re growing fast and need the very best Customer Success Manager to join our Customer Success team in Bristol.  You will ensure customers receive exceptional value from the Immersive Labs platform by understanding their needs and supporting their journey through workshops, and direct engagement. 


You will be responsible for ensuring high levels of satisfaction, driving adoption, expanding the use of Immersive Labs across customers’ organisations, and managing customer programs. Your ability to organise, follow up, and be proactive about customer issues will provide continuous improvements to your customer’s satisfaction levels. Your communication skills and ability to work with customers ranging from security personnel through CISOs and other key stakeholders will be key to your success. 


Customer success is one of the keys behind Immersive Labs rapid growth and we need you to proactively blend project management and account management to maximise net revenue retention and unlock upsell and cross-sell opportunities. 

 

Your main responsibilities:

  • Be the primary point of contact for designated accounts, serving as an advocate for customer needs to drive successful adoption and use of the Immersive Labs platform
  • Perform customer onboarding, health checks, develop materials and presentations to conduct business reviews and proactively alert customers of any impending issues
  • Engage with senior stakeholders to develop strategic business relationships
  • Collaborate with Product Management for product enhancement requests
  • Drive internal process improvement initiatives and help to organise and attend customer-focused events as necessary
  • Identify potential cross-sell/upsell opportunities within accounts
  • Manage and follow up on internal customer feedback processes
  • Use Gainsight and other relevant apps to comprehensively manage the customer relationship

To be successful:

  • Excellent verbal, written communication and interpersonal skills
  • Experience of project management with a proven track record of managing multiple projects to completion along with excellent planning and organisational skills
  • Customer success or post-sales/pre-sales experience with expertise engaging and managing relationships with customers
  • Ability to troubleshoot and solve customer issues independently
  • Interest or background in Cybersecurity,  Risk Management or Consulting and an understanding of Customer Success within a SaaS environment.

What Immersive Labs offer:

  • We offer an extensive range of benefits, including enhanced parental leave, mindfulness groups, critical illness cover and more. 
  • Career and learning development through the platform and our ‘Learn Anything’ fund
  • Informal or formal flexible working options, e.g. Remote, flexible start and finish times
  • We’re a sociable, tight-knit team with monthly socials, sports clubs and quarterly parties. Our socials have included everything from pottery painting and paper mask making, to movie nights and escape rooms.
  • Getting to the office is easy: we’re based in the centre of Bristol, just a 10 minute walk from the train station. We also offer a season ticket loan and have a cycle to work scheme.

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


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

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • typescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • SagaLibraries
    • Apollo Libraries
    • Ruby on RailsFrameworks
    • SeleniumFrameworks
    • JestFrameworks
    • EnzymeFrameworks
    • MySQLDatabases
    • RedisDatabases
    • GraphQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

One block from the Green Line, two blocks from Back Bay Station, close to 90 and 93, and a few steps from a bike share station.

An Insider's view of Immersive Labs

What’s the vibe like in the office?

The unique thing about being in our office is that we are a tightknit team working in a collaborative space. It has that true start-up feeling. We've all grown so close in such a short amount of time. At the end of the day, you can feel that everyone is truly invested in working towards the ultimate goal. Growing our company!

Jasmine

Strategic Account Manager

How do you collaborate with other teams in the company?

I'm lucky because I get to work with all the teams here at Immersive Labs. Sales, finance, legal, talent, marketing, you name it. I'm currently working with the talent team who sits in the UK, to build out our US headquarters. The goal is to ensure we are hiring really smart individuals in Boston with our core values.

Morgan

Executive Assistant

How has your career grown since starting at the company?

IL has given me the opportunity to work on projects with varying specialties. This has given me skills in every aspect of Cyber Security. The most exciting is analyzing malware and exploits - all day, everyday! IL keeps me completely up to date in the industry & encourages me to explore all avenues.

Ben

Senior Content Engineer

How do you make yourself accessible to the rest of the team?

Being accessible is even more important in these unusual times. So how do you create an "open-door policy" while being remote? I changed one aspect of my team interaction. I transferred ownership of my 1x1s to the individuals - which means, they control the meeting agenda, content, and tone. Also, I always end with "What can I do for you?"

Stuti

VP, Customer Success

How does the company support your career growth?

Immersive Labs has been a major step forward in my career. Joining a rapidly growing startup like Immersive offers more opportunity than an established company. I've already had the chance to take a leadership position as we expand into the US market and at no point have I felt discouraged in sharing my opinions even to our CEO.

Harry

Strategic Account Manager

What are Immersive Labs Perks + Benefits

Immersive Labs Benefits Overview

Immersive Labs’ mission has always been to develop professional cyber skills and provide a safe and secure
digital landscape, globally. Doing what we do requires some pretty remarkable people – that’s why we
employ the same commitment to safety and security to better the lives of our world-class talent. Here’s how
we will empower and enable you to thrive, both in and out of work

Alongside a competitive salary, 25 days holiday + federal days, 401(k) contributions, and free snacks and drinks, we offer a wide range of great perks with more coming every month.

Check out our summary of benefits here: https://immersivelabs.com/wp-content/uploads/2019/10/US-Benefits-Summar…

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Immersive labs have several committees including culture, social, and D&I along with special interest guilds which all meet regularly and influence the companies direction and events.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A Health Care Flexible Spending Account (HC FSA) and Dependent Daycase Flexible Spending Account (DC FSA) covering over 500 services.
Disability Insurance
Should you have a long-term disability following an accident or injury, our LTD insurance is designed to look after you by covering a percentage of your salary until retirement.
Dental Benefits
Several dental plans available, offering in-and out-of-network benefits for an annual fee of as little as $50 and $150, respectively
Vision Benefits
Four carefully selected voluntary vision plans to meet your eye care needs
Health Insurance Benefits
You will gain access to a number of United Healthcare plans designed to cover you and your immediate dependents, with several voluntary options so you can build a plan to suit you.
Life Insurance
Basic life insurance and Accidental Death and Dismemberment (ADD) insurance with the option of further voluntary cover if you need it.
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
We have TriNet’s 401 (k) plan, provided by Transamerica where we will make a safe harbor matching contribution equal to 100% of the first 5% of eligible pay that you contribute to the plan.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Our competitive parental leave package allows you to take the time to introduce your little one/s to the world.
Flexible Work Schedule
Immersive Labs provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote Work Program
Adoption Assistance
We have an enhanced adoption policy to support you with the new family addition.
Vacation & Time Off Benefits
Generous PTO
Everyone needs a break, so you will receive 172.5 hours of paid time off, as well as nine federal holidays and the day after Thanksgiving off.
Paid Volunteer Time
Our employees receive 7.5 hours per year of paid volunteer time.
Sabbatical
Enjoy an extra four weeks of holiday following four years of service, with our paid sabbatical.
Paid Holidays
Paid Sick Days
No one chooses to get sick, which is why our paid sick leave is front-loaded and starts from day one.
Perks & Discounts
Casual Dress
Commuter Benefits
Our commuting benefits cover bus and subway services, so your commute doesn’t feel like another job. Interest free travel loans to employees wishing to purchase a new bike or annual subway pass.
Company Outings
You’ll celebrate your hard work with a company-sponsored party each quarter, because we celebrate success in style.
Stocked Kitchen
Our office benefits are designed to make every workday great. These include coffee, teas, water, soft drinks, free fruit, and Friday afternoon drinks to end your week in style
Happy Hours
Friday afternoon drinks to end your week in style.
Professional Development Benefits
Job Training & Conferences
You’ll get $250 per year to learn a new skill of your choosing under our Learn Anything benefit. Alternatively, employees have the option to put this allowance towards a mental wellness service.
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program
Your professional development is important to us; that’s why we support your career goals through regular feedback and coaching.
Continuing Education stipend
Education is important too, which is why we have invested a significant amount of time and money in sponsoring Immersers’ further education.
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Immersive Labs’ mission has always been to develop professional cyber skills and provide a safe and secure
digital landscape, globally. Doing what we do requires some pretty remarkable people – that’s why we
employ the same commitment to safety and security to better the lives of our world-class talent.

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