Job Description

A platform you can believe in: Immersive One is leading people‐centric cyber resilience across the globe.

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Customer Success Manager – Australia & APAC

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Immersive is hiring! We're looking for an experienced, proactive and value‐driven individual to join our growing Customer Experience team in the APAC region.

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Reporting directly to our VP of Customer Success and based out of Melbourne or Sydney in Australia, 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.

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With customers like HSBC, UK National Health Services and Goldman Sachs, you will be at the heart of customer obsession and accelerating time to value.

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Main Responsibilities

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- Partner with customers to ensure effective onboarding and set them up for success.
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- Create and execute a communications plan to engage customers throughout their journey.
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- Align strategy and build programs for customers, with measurable objectives and outcomes.
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- Collaborate with product and customer support teams to share recent features.
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- Nurture upsell and cross‐sell opportunities in partnership with sales to increase account penetration.
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- Monitor CSAT and resolve concerns with assistance from internal teams.
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Desired Experience & Qualifications

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- Several years of experience in Customer Success, account management, or equivalent within a SaaS environment.
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- Strong preference for experience in Cybersecurity or Cyber Risk Management.
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- Exceptional planning, presentation, and written communication skills.
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- Experience implementing customer solutions and client management.
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- Project management experience with a proven track record of managing multiple projects to completion.
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- Ability to maintain a high‐valued outcome‐based relationship with a diverse customer profile base.
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- Based in Melbourne or Sydney, Australia. We would consider other locations within Australia, but this is where you would be ideally based to best serve our client base.
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Immersive's Core Values

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- Driven – We push the boundaries of innovation, acting swiftly to achieve ambitious outcomes.
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- Inclusive – Diversity is our strength; we champion open dialogue and empathy.
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- Customer Centric – Building deep relationships to help customers achieve business outcomes.
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- One Team – A global team working together, resilient and adaptable.
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Benefits

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- Additional benefits allowance toward pension, healthcare and housing.
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- Time off, flexible and remote working with 25 days annual leave + 2 volunteering days and birthday half day.
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- Enhanced parental leave, mindfulness groups, critical illness cover.
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- Career and learning development through the platform and our 'Learn Anything' fund.
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- Share in company success with share options, sales incentives and recognition & rewards for doing great work.
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- Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours, job share, remote working.
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- Monthly socials, sports clubs and fun team events.
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- Remote position with UK HQ annual meet and regional gatherings.
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Equal Opportunity Statement

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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.

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

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Recruitment Process

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For more information about the interview process, visit our dedicated interview process page.

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Find out more about life at Immersive Labs https://careers.immersivelabs.com

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📌 Customer Success Manager (Victoria)
🏢 Immersive
📍 Victoria