Senior Customer Success Manager - Federal

Immersive Labs is a leader in people-centric cyber resilience, providing a SaaS platform that helps teams assess and build cyber capabilities. The Senior Customer Success Manager will develop strategic partnerships with Federal and Military customers, ensuring successful onboarding and collaboration to meet their objectives.

Responsibilities:

• Partner with our customers to ensure effective onboarding, where you will walk them through our customer lifecycle, agree upon outcomes, and work towards those success criteria
• Train clients on how they and their teams will get the most out of our product suite
• Set strategies for the customer, put in place objectives and measure success
• Collaborate with our professional service and customer support team to deliver a strategic vision
• Identify upsell and cross-sell opportunities and partner with sales to help them close opportunities
• Run customer success reviews with your clients to ensure value is understood at an executive level

Requirements:

• 6+ years of experience in customer success management, account management, or equivalent within a SaaS environment
• Experience working with & managing relationships at federal agencies, military branches and/or civilian municipalities
• Exceptional planning and communication skills
• Stellar presentation skills, client management, and written communication skills
• Experience in implementing customer solutions
• Experience in project management with a proven track record of managing multiple projects to completion, along with excellent planning and organizational skills
• Ability to maintain a high-valued outcome-based relationship with an eclectic customer profile base
• Willing to travel periodically based on the business and project's needs
• Experience in cybersecurity is a plus
• Active security clearance is a plus but not required