Customer Success Manager

Immersive; City of Melbourne; Hybrid; AUD 80,000 - 120,000; Full time

Benefits offered by this job

Flexible and remote working options

Career and learning development opportunities

Additional benefits allowance

Monthly socials and team events

Job summary

A leading technology firm is seeking a Customer Success Manager to join their team in Australia. You will manage customer lifecycles, ensuring effective onboarding and alignment of strategic objectives. Ideal candidates will have experience in Customer Success within a SaaS environment and strong communication skills. Enjoy flexible working, career development benefits, and a supportive workplace culture.

Qualifications

• Several years of experience in Customer Success or account management within a SaaS environment.
• Exceptional planning, presentation, and written communication skills.
• Ability to maintain high-valued outcome-based relationships.

Responsibilities

• Manage customer lifecycle from onboarding to upsell to renewal.
• Create and execute communication plans to engage customers.
• Monitor CSAT and resolve concerns with internal teams.

Skills

Customer Success

Account Management

Communication Skills

Project Management

Cybersecurity or Cyber Risk Management

Job description

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

Customer Success Manager – Australia & APAC

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.

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.

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.

Main Responsibilities

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

Desired Experience & Qualifications

• Several years of experience in Customer Success, account management, or equivalent within a SaaS environment.
• Strong preference for experience in Cybersecurity or Cyber Risk Management.
• Exceptional planning, presentation, and written communication skills.
• Experience implementing customer solutions and client management.
• Project management experience with a proven track record of managing multiple projects to completion.
• Ability to maintain a high‑valued outcome‑based relationship with a diverse customer profile base.
• 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.

Immersive’s Core Values

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

Benefits

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

Equal Opportunity Statement

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.

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

Recruitment Process

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

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