Customer Success Manager - Saudi Region

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 -