About the RoleAs a Customer Success Manager for SMB, you’ll operate as an individual contributor responsible for the growth and retention of a defined customer portfolio. Your focus will be on building strong relationships, driving adoption, and identifying opportunities to expand accounts while proactively reducing churn. You’ll serve as a trusted advisor, ensuring customer satisfaction, managing escalations, and consistently delivering on revenue goals. Essential Responsibilities**Customer Growth & Retention** - Drive revenue growth by promoting adoption of PrePass’ industry-leading solutions, including ByPass and Tolling. - Proactively engage an assigned customer portfolio to communicate value, increase usage, and identify expansion opportunities. - Consult with customers on best practices to maximize ROI and improve operational efficiency. - Execute targeted campaigns to increase awareness of new services, key initiatives, and relevant market trends. **Customer Advocacy & Account Management** - Safeguard monthly recurring revenue by serving as a strong advocate for customer needs and priorities. - Act as a trusted advisor and escalation point to ensure high levels of customer satisfaction and retention. - Build and maintain strong, long-term relationships with SMB owners and executive-level stakeholders. **Cross-Functional Collaboration & Reporting** - Collaborate with internal teams—including Support, Billing, and other stakeholders—to ensure seamless customer experiences. - Maintain accurate, timely, and detailed records of customer interactions and activities within PrePass’ CRM and related tools.

A platform you can believe in: Immersive One is the leading cyber resilience solution across the globe. Partner with Immersive’s enterprise customers within this region to provide world-class onboarding and enablement experiences in their journey towards building cyber resilience, with readiness to tackle the cyber threats of tomorrow! If that excites you, read on! Immersive help prove and improve your cyber resilience, by simulating real-world threats, testing your skills, and measuring performance. We put your readiness to the ultimate test. From sharpening technical capabilities to making high-pressure decisions, our platform allows you to assess every angle, pinpoint areas for growth, and prove your ability to tackle evolving threats with unwavering confidence. https://www.immersivelabs.com/why-immersive-labs Immersive was founded in 2017, from a cargo container in Bristol, UK we’ve grown to over 300 employees globally, announced funding of more than £150 million and been voted a Best place to work on multiple occasions! https://www.immersivelabs.com/company/our-story Senior Customer Success Manager - Defence (SC Cleared) - Remote within UK Immersive is hiring! Could you be our next Senior Customer Success Manager? We’re looking for an experienced, proactive and value-driven individual to join our established Customer Experience team in the UK as a Senior Customer Success Manager, primarily working with our UK Defence clients. 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 the UK 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 like “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, and 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. As one of the senior individual contributors in the team, your main responsibilities will include: - 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. Sounds good? We’d love to hear from you if you have proven experience in the following areas: - Proven experience & tenure in senior Customer Success, account management, or equivalent within a SaaS environment. A track record of working in Customer Success within the Defence sector is key to this role. 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 the UK and to be SC Cleared. If you hold current DV this would also be highly desirable 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. 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. Excited by the above? We’re ready to receive your application! As well as an inclusive, supportive place for you to be you. We offer an extensive range of benefits so you can do your very best work: - Time off, flexible and remote working so you can work when is best for you, includes 25 days annual leave + 2 volunteering days and your birthday off - The longer you are with Immersive, the more holiday days you get, up to a maximum of 30 days after five years of service - Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover, 7% matched pension, private healthcare plan and more - Career and learning development through the platform, a dedicated professional development fund and our ‘Learn Anything’ fund - which enables you to learn anything that’s not work! - Recognition & Rewards for doing great work and living our values and behaviours - Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours - We have a vibrant team culture with team events throughout the year. Our socials have included everything from pottery painting and paper mask making, to dungeons and dragons! - When you do visit the UK hub, getting there is easy: we’re based in the centre of Bristol, just a 10 minute walk from the train station. We also offer railcard loan and cycle scheme to buy a new bike Find out more about life at Immersive Labs https://careers.immersivelabs.com Cyber threats wait for no one and neither should you. Apply now! If you would like to read more about what you can expect from our recruitment process, you can visit our dedicated interview process page.

Description About the Role The Enterprise Customer Success Manager is responsible for managing and growing relationships with the company's largest and most strategic customers. This role oversees a high-value book of business totaling approximately $650K in monthly recurring revenue, consisting of enterprise-level accounts with complex operational needs. The Enterprise CSM serves as a trusted advisor, ensuring customers receive exceptional service, fully leverage the platform's capabilities, and align the software with their business objectives. This role goes beyond reactive support by delivering proactive engagement, strategic guidance, and long-term account value. Location - Hybrid in Austin, TX or remote from Dallas, TX, Houston, TX, or Denver, CO. What You'll be Doing Strategic Account Management - Own and manage a portfolio of enterprise customers with high monthly spend and complex environments - Act as the primary point of contact and advocate for enterprise clients across all internal teams - Build and maintain strong executive and operational relationships within customer organizations Customer Experience & Retention - Ensure all technical, billing, and account-related issues are resolved efficiently through coordination with internal teams - Proactively monitor account health, usage, and satisfaction to prevent churn - Deliver a white-glove customer experience that reinforces the customer's importance to the organization Business & Technical Enablement - Develop a deep understanding of each customer's business model, market segment, and service offerings - Ensure customers are utilizing the RMM platform to its fullest capabilities - Identify opportunities to improve workflows, efficiency, and outcomes through product features and best practices Onsite Visits & Executive Engagement - Conduct onsite customer visits as required to strengthen relationships and gain deeper insight into customer operations - Lead Quarterly Business Reviews (QBRs) to review performance, outcomes, goals, and future initiatives - Present data-driven insights, usage metrics, and strategic recommendations to customer stakeholders Revenue Growth & Expansion - Identify and drive opportunities for account expansion through additional products and services - Collaborate with Sales and Leadership to support upsell and cross-sell initiatives - Ensure customers clearly understand the value of expanded offerings and how they enhance their business Internal Collaboration - Partner closely with Technical Support, Product, Billing, and Sales teams to deliver seamless service - Represent the voice of enterprise customers internally to influence product improvements and service enhancements Success Metrics - Customer retention and satisfaction within enterprise accounts - Growth of monthly recurring revenue within assigned book of business - Product adoption and utilization across enterprise customers - Strength and longevity of customer relationships About You - Proven experience managing high-value SaaS accounts, preferably in an RMM or MSP-focused environment - Strong relationship-building and communication skills, including executive-level interactions - Ability to understand technical solutions and translate them into business value - Experience conducting QBRs, onsite visits, and strategic account planning - Highly organized, proactive, and customer-focused with strong problem-solving abilities About Us NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 30,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management. What You'll Love We are a collaborative, kind, and curious community. We honor your flexibility needs with full-time work that is hybrid remote. We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance. We help you prepare for your financial future with our 401(k) plan. We prioritize your work-life balance with our unlimited PTO. We reward your work with opportunity for growth and advancement. Additional Information This position is NOT eligible for Visa sponsorship. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment. #LI-SC1 #Li-Hybrid #BI-Hybrid

• Build strong relationships with our clients based on your ability to earn their trust and deliver value. • Examine critical account and performance metrics to identify opportunities for improvement, educate clients, and drive growth. • Manage multiple client relationships concurrently and successfully. • Continuously improve our onboarding procedures. • Assess and improve tutorials and other forms of communication infrastructure. • Be a bridge between clients and our team. • Work to keep customer churn to an absolute minimum. • Actively listen, show empathy and compassion, and manage multiple clients and relationships. • Excellent internal and external communication, both verbally and in writing • Enjoy working on a wide range of projects with the largest customers in all industries. • Enjoy exercising your creative mind through resourceful problem-solving. • Have a fast-paced, growth mindset. • Entrepreneurial heart.