Customer Marketing Manager - UK

About Immersive Labs
Immersive Labs is the leader in people-centric cyber resilience. We help organizations continuously assess, build, and prove their cyber workforce resilience for teams across the entire organization, from front-line cybersecurity and development teams to Board-level executives. We provide realistic simulations and hands-on cybersecurity labs to evaluate individual and team capabilities and decision-making against the latest threats.
https://www.immersivelabs.com/why-immersive-labs
Where we are now
Immersive Labs 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 for the last 3 years running! We are trusted by the world's largest organizations including KPMG, Sophos and the NHS to measure, map to risk, and optimize the human cyber abilities of their entire workforce.
https://careers.immersivelabs.com/our-story/
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.
Customer Marketing Manager
We are looking for a Customer Marketing Manager to join our rapidly growing, global Marketing team at Immersive Labs.
As the Customer Marketing Manager, you will play a crucial role in driving customer engagement and success. You will be responsible for developing and executing strategies that promote customer onboarding, adoption, retention, expansion, and advocacy. Your expertise in digital campaigns will be essential in creating and delivering compelling marketing programs that resonate with our customers and help them maximize the value of our cybersecurity solutions.
You'll be customer-obsessed and creative, with exceptional communication skills, collaborating with other departments to absorb customer feedback, spot opportunities to increase renewals, create fantastic customer experiences, and support business objectives.
Your main responsibilities (we're scaling fast, so these may change as we grow):

• Customer Onboarding and Adoption: Develop and implement digital onboarding programs that ensure new customers are quickly and effectively introduced to our products and services and create educational journeys to support customer adoption and proficiency with our cybersecurity platform.
• Customer Retention: Design and execute retention campaigns to ensure customers continue to see value in our products and remain loyal; Monitor customer health metrics and proactively address potential churn risks through targeted communication and engagement strategies. Partner with and support Customer Success Managers in 1:1 campaign needs for customer retention.
• Customer Expansion: Identify opportunities for upselling and cross-selling to existing customers; develop and implement campaigns that encourage customers to explore additional features, services, and product and support Customer Success Managers in 1:1 campaign needs for customer adoption and expansion.
• Customer Advocacy: Build and nurture customer advocates who can provide testimonials, case studies, and referrals.
• Digital Campaigns: Plan and execute digital marketing campaigns across various channels, including email, in-product messaging, and web, to engage and educate customers.
• Collaboration and Communication: Work closely with cross-functional teams to ensure a seamless customer experience; Serve as the voice of the customer within the organization, providing feedback and insights to drive product improvements and innovation.

You should apply if you have (we know it's tough, but please try to avoid the confidence gap . You don't have to match all the listed requirements exactly to be considered for this role):

• Extensive experience in customer marketing, preferably in the SaaS cybersecurity or technology industry.
• Proven track record of developing and executing successful customer engagement and retention programs.
• Strong understanding of digital marketing strategies and tools.
• Experience with Gainsight NXT + PX, 6 sense and HubSpot preferred.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to use data to drive decision-making.
• Self-motivated, proactive, and able to work independently as well as part of a team.

Immersive Labs' growth has been fuelled by our 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

If you would like to read more about what you can expect from our recruitment process, you can visit our dedicated interview process page.
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 day off
• Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover, 7% matched pension, health plan and more
• Career and learning development through the platform and our 'Learn Anything' fund
• 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, job share, remote working
• We're a sociable, tight-knit team with monthly socials, and sports clubs. Our socials have included everything from pottery painting and paper mask making, to movie nights and escape rooms
• 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 at https://careers.immersivelabs.com
Unlock your potential with Immersive Labs. Click apply to find out more.