Senior Enterprise Customer Success Manager; German Speaking - Remote or Germany

Senior Enterprise Customer Success Manager (German Speaking)

Immersive is hiring! Could you be our next Strategic Customer Success Manager for Germany?

We’re looking for an experienced, proactive and value-driven individual to join our established Customer Experience team in Germany.

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.

Reporting directly to our Director of Customer Success and based out of either UK or Germany
, you will manage our regional customers through the entirety of their lifecycle: from onboarding to upsell to renewal, and align their strategic objectives with the Immersive One platform’s proven outcomes.

With customers like HSBC, UK National Health Services and Goldman Sachs, plus feedback such as “The best tool for learning cyber security”, “A great platform to learn and gain hands on experience on tools” and “Immersive is a must have for every organisation,” you can see why customer obsession is the core of who we are. Our Customer Success Managers are the key pillar in elevating the customer voice and accelerating time to value.

Our most successful customer success managers here are consultative, customer centric and constantly expanding their knowledge through cross-team collaboration. You will partner with our Sales and Solution Consulting teams as you conduct POVs with existing customers, execute EBRs, and identify opportunities to expand the customer relationship. Additionally you will build and leverage relationships with Cyber Resilience Advisors, Product Marketing and our Cyber & Engineering teams.

• 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.

• Proven years experience 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 central Germany, with good travel links. You must also be able to speak fluent German.

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

• Driven – We push the boundaries of innovation, acting swiftly to achieve ambitious outcomes. Our drive embodies a culture of ambition, where challenges are stepping stones to excellence.
• Inclusive – Our strength lies in diversity, fostering a culture where every individual contributes to our collective strength. We champion open dialogue and empathy, ensuring a collaborative, inclusive workplace.
• Customer Centric – We seek to develop deep relationships with our customers to help them achieve their business outcomes. We exceed our customers and partners’ expectations by crafting products, services and experiences that surprise, delight and ensure they feel valued and supported every day.
• One Team – We are a talented global team working together to achieve our vision. Central to our ethos, resilience means adapting and thriving in adversity. It guides our innovation, ensuring we and our clients are prepared for the future.

• Time off, flexible and remote working so you can work when is…