Customer Experience Operations Lead

A product you can believe in. Immersive Labs is the leader in people-centric cyber resilience

We have an exciting vision for cybersecurity - one that puts people at the center of cyber. Our cyber resilience SaaS platform is an agile, hands-on solution that helps teams continuously assess, build, and prove cyber capabilities through real-life simulations, rather than one-off training sessions.

We help the world’s biggest brands like Citi, Pfizer, Daimler, Humana, and HSBC, protect their revenues and brand reputations.

Founded in 2017 from a cargo container in Bristol, UK, Immersive Labs has progressed to the global stage and has secured over $180 million of funding.

The Role

We are seeking a detail-oriented and proactive Customer Experience Operations Lead to join our dynamic Customer Experience team. In this role, you will play a crucial part in enhancing our digital customer journey while optimizing our operations to ensure our clients achieve maximum value from our products and services. The ideal candidate will have a background in customer success, a deep understanding of digital customer journeys, and a passion for operational excellence.

With customers like HSBC, NHS and Goldman Sachs and feedback like “The best tool for learning cyber security”, “A great platform to learn and gain hands on experience on tools” and “Immersive Labs is a must have for every organization” you can see why customer obsession is the core of who we are, and you can be a key pillar in elevating the customer voice and keeping our customer as a leader on the Forrester Wave.

Read more about what our customers say about the platform here:  https://www.immersivelabs.com/customers/ 

What You'll Do

• Customer Journey Optimization: Analyze and map the digital customer lifecycle journey to identify opportunities for improvement. Collaborate with cross-functional teams to implement changes that enhance customer experiences including, but not limited to, Customer Success, Customer Marketing, Sales, Product

• Data Management & Analysis: Collect, analyze, and interpret customer data to inform strategies that drive customer success and retention. Utilize metrics to assess the effectiveness of customer success initiatives

• Process Improvement: Identify inefficiencies within existing customer success processes and recommend solutions to streamline operations. Create and maintain documentation for processes and workflows

• Collaboration: Work closely with the Customer Success team to support customer onboarding, engagement, and retention efforts. Act as a liaison between customer success, product, and sales teams to ensure alignment on customer needs

• Customer Advocacy: Amplify our company values and customer success stories in social media channels and customer community

• Technology Utilization: Leverage customer success tools and platforms to monitor customer health scores and track engagement. Stay up-to-date with industry trends and best practices in customer success operations

• Training & Support: Provide training and support to the Customer Success team on new tools, processes, and best practices. Assist in developing customer success resources and materials

• Reporting: Prepare regular reports and dashboards to communicate key metrics and insights to stakeholders. Present findings and recommendations to improve customer outcomes

Who You Are

• 5+ years of experience in customer success, operations, or a related role

• Strong understanding of the digital customer journey and customer success best practices

• Strong understanding of customer marketing during the customer lifecycle

• Proficiency in CRM tools (e.g., Salesforce, HubSpot), customer success software (e.g., Gainsight, Zendesk), and reporting (Looker)

• Excellent analytical skills with the ability to interpret data and make data-driven decisions. Strong project management skills with a keen attention to detail

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams

• Problem-solving mindset with a passion for continuous improvement

If you are a customer-focused operations expert with a passion for enhancing digital customer experiences, we would love to hear from you! Apply today to join our team and help us drive success for our customers.

Immersive Labs’ growth has been fueled by the values that underpin everything we do, here's how they relate to this role:

• Drive - We are innovators and market-creators, constantly moving forward to achieve results in support of our mission.

• Inclusive - We are passionate about creating an environment of inclusion and respect for our employees, customers and partners, everyone has opportunities to thrive.

• Customer Obsessed - We seek to develop deep relationships with our customers to help them achieve their business outcomes

• One Team - We are a talented global team working together to achieve our vision.

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:

• Prosper in our success with share options, and rewards for doing great work and living our values

• Look after you and your family with health, dental, and disability insurance, fully paid sick leave, and mental health support

• Save for the future with a 401K match of up to 5% – effective immediately

• 33 holiday days plus two volunteering days, 12 weeks enhanced parental leave, and your birthday off.

• Flexible and remote working, so you can work when and where you work best

• Career and learning development through the platform and our Learn Anything fund

• While most of the team are fully remote, when you do visit, our North American HQ is based in the center of Boston, just a 10 minute walk from Back Bay train station

• Monthly socials and sports clubs for our sociable, tight-knit teams (we’ve done everything from cake making to escape rooms)

Find out more at https://careers.immersivelabs.com