Customer Success Manager - Saudi Region

Immersive Labs

Immersive Labs

This job is no longer accepting applications

See open jobs at Immersive Labs.
Customer Service, Sales & Business Development
Middle East
Posted on Friday, February 9, 2024

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, Humana, and HSBC, protect their 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 speed at which Immersive Labs produces technical content is hugely impressive, and this turnaround has helped get our teams ahead of the curve, giving them hands-on experience with serious vulnerabilities, in a secure environment, as soon as they emerge.”

Head of Global Cybersecurity Operations, HSBC

Customer Success Manager - Saudi

We’re growing fast within the Saudi region and need the very best Customer Success Manager to join our Customer Success team. In this role, 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. You will also engage with cross-functional teams to successfully manage and resolve all issues affecting your customers. Your ability to organise, follow up, and be proactive about customer issues will provide continuous improvements to your customer’s satisfaction levels.

You will have great communication skills with the ability to work with customers ranging from security personnel through CISOs and other key stakeholders.

The Customer Success team works closely with Sales, Marketing, Product, Content, and Technical teams to deliver solutions that simultaneously delight the customer and provide a foundation for business growth. Customer Success is one of the key driving forces behind Immersive Labs rapid growth and we’re looking for highly energetic and proactive people to help maximise our net retention and unlock upsells/cross-sell opportunities.

Your main responsibilities:

  • Be the primary point of contact for designated accounts, serving as an advocate for customer needs to drive success

  • Support our customers and partners in their efforts to successfully use and adopt Immersive Labs

  • Perform customer onboarding, health checks, conduct business reviews, and proactively alert customers of any impending issues

  • Work with sales to identify any renewal concerns or upsell opportunities

  • Engage with senior stakeholders to develop strategic business relationships and present to the C-Suite executives for business review

  • Collaborate with Product Management for product enhancement requests

  • Mentor customers and team members on best practices for issue avoidance and resolution

  • Perform strategic analysis of customer portfolios for customers

  • Set follow-up actions and provide regular updates on the status of active issues to all

stakeholders (internal and external)

  • Manage customers issues and satisfaction like a continuous project

  • Use Gainsight and other relevant apps to comprehensively manage the customer relationship

  • Help to organise and attend customer-focused events as necessary

To be successful:

  • Strong verbal, written, and interpersonal skills, as well as excellent planning and

organisational skills

  • Experience in post-sales/pre-sales with proven expertise in engaging with customers and sales teams

  • Experience in program and/or project management with a proven track record of

managing multiple projects to completion

  • Ability to troubleshoot and solve customer issues independently

  • Leadership qualities to drive customer solutions

  • Security or risk management experience preferred

  • Desirable to have worked within a technology-based environment, preferably SaaS

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

  • Driven - 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:

  • You'll receive additional benefits allowance to use towards your chosen pension, healthcare and housing.

  • Time off, flexible and remote working so you can work when is best for you, includes 25 days annual leave + 2 volunteering days and birthday half day

  • Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover,

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

  • Share in the companies success with share options, sales incentives and Recognition & Rewards for doing great work and living our values and behaviours

  • Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours, job share, remote working

  • 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

  • While this is a remote position, we do all meet in our EMEA HQ on a bi annual basis and regularly in person in region.

Find out more about life at Immersive Labs

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

If you would like to read more about what you can expect from our recruitment process, you can visit our dedicated interview process page.

This job is no longer accepting applications

See open jobs at Immersive Labs.