At Spark Hire, our purpose is to spark meaningful connections between talented individuals and organizations. We aim to fulfill this purpose with our hiring software that helps small and medium-sized employers drive a collective, people-driven approach to hiring. Our global customer base consists of thousands of organizations who use our solutions to make the connections that lead to successful hires. Spark Hire’s core solutions include Meet which is a talent assessment solution that includes video interview software, behavioral assessments, and automated reference checks and Recruit, our applicant tracking system. The Scale Customer Success Manager (CSM) is responsible for helping a large portfolio of customers achieve success with Spark Hire’s solutions. In this role, you’ll drive customer retention, adoption, and satisfaction through a combination of strategic engagement, lifecycle programs, and data-driven outreach. You’ll manage a high-volume portfolio of Spark Hire Meet customers and help them realize value from the platform by expanding use cases, guiding adoption, and proactively addressing risks. This role is ideal for someone who enjoys working at scale while still maintaining a personalized, customer-first approach. The target compensation for this position is $40,000-50,000 USD annually. What you’ll love about Spark Hire - Remote first environment - choose where you work with our remote-first work environment - Work/life balance - we pride ourselves on having a great work/life balance - Make an impact - you will play an integral role in our success and be part of strategic collaboration - Great team - we’re a fun group highly aligned on our core values including “Respect your colleagues, customers, and company” and “You be you” Responsibilities What you’ll do - Own the Customer Lifecycle - Manage the full post-sale lifecycle including onboarding, adoption, engagement, and renewals. Conduct account reviews aligned to customer segment, lifecycle stage, and goals. Guide customers toward clear outcomes and measurable value from Spark Hire. - Drive Retention and Customer Value - Monitor account health and customer signals to proactively identify risks and opportunities. Execute retention strategies and success plans for at-risk accounts. Help customers expand their use of Spark Hire across teams and workflows; lead renewal conversations and reinforce ongoing value - Execute Scaled Customer Engagement - Manage a portfolio of ~400 customers using a mix of 1:many and targeted 1:1 outreach. Leverage lifecycle programs, automation, and sequencing to engage customers at scale. Prioritize outreach based on data, customer behavior, and key lifecycle moments. Contribute to the design, execution, and continuous improvement of scalable success programs and campaigns. - Operate with Strong Systems & Process Discipline - Use Salesforce and Outreach to track account activity, manage workflows, and support renewals. Maintain accurate account data, notes, and customer insights. Plan and prioritize your week effectively using customer signals and business objectives. Apply repeatable processes while identifying opportunities to improve efficiency and impact - Collaborate Cross-Functionally - Partner with Support, Product, Marketing, and Partnerships to resolve customer needs and improve the experience. Share customer insights and trends to inform product improvements and go-to-market strategies. Contribute to team learning through retrospectives, feedback, and shared best practices Requirements What You Bring We’re looking for someone who enjoys working with customers, solving problems, and driving outcomes at scale. Required Experience - 1–3 years of SaaS customer-facing experience (Customer Success, Account Management, or similar) - Experience using Salesforce or a similar CRM - Strong written and verbal communication skills - Comfort leading customer conversations around value, adoption, and renewals - Experience working with customers in a virtual environment Helpful Experience - Experience managing a high-volume or scaled book of business - Familiarity with tools such as Outreach, Intercom, or similar engagement platforms - Experience executing lifecycle campaigns or customer programs - Practical experience using AI tools (e.g., ChatGPT, Gemini) to improve productivity and communication Traits That Lead to Success in This Role - Proactive - you anticipate customer needs and take action early - Customer-focused - you are motivated by helping customers achieve outcomes - Organized and disciplined - you manage a high-volume portfolio with strong prioritization and structure - Systems-minded - you think in processes, workflows, and scalable solutions - Curious and analytical - you use data to guide decisions and improve performance - Adaptable - you’re comfortable evolving processes as we grow Spark Hire is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We require all candidates that receive and accept employment offers to complete a background check before being hired.

• Manage relationships with C-level executives across complex enterprise accounts. • Proactively identify customer needs and tailor solutions to enhance security posture and ROI. • Lead "Voice of the Customer" initiatives internally to shape product investments. • Identify and assess expansion opportunities based on customer business objectives.

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.