About Immersify:
The idea of Immersify was conceived 7 years ago to address the problem that educational resources are outdated, expensive and discourage the engagement of students. Our solution bridges the gap between theoretical and practical learning by utilising augmented reality and interactive animation, 3D modelling, gamification and personalisation. The benefit of this over traditional materials is that it facilitates students with different learning styles, the content can be personalised and gamified and the concise information is more suited to the present generation of learner.
Our inaugural application launched in May 2020 and has been incredibly popular, reaching #3 trending on the Google Play Store in the Education category. This is an opportunity to be a big cog in fast growing machine with limitless potential and requires an applicant who has an ambitious nature and the necessary dedication.
We operate a hybrid working model meaning generally the team split their time between 2 days working remotely from home, on Mondays and Fridays, and 3 days (Tuesday – Thursday) from our Manchester-based office.
We are a friendly and approachable team who value integrity, compassion, adaptability, dedication and innovation.
We are looking for a dynamic Customer Success & Administration Manager to be part of our Sales Operations team. This role will report directly to the Chief Operations Officer and sit across marketing, sales, product, and content teams. This is an opportunity to get in and build on our customer success foundations and the potential to step into a leadership position quickly as we grow. We are offering a competitive salary with EMI shares of Immersify.
Position - Customer Success & Administration Manager
Customer Success Manager (>80%)
· Primary Point of Contact: Serve as the trusted go-to contact for assigned customers, ensuring satisfaction and driving value throughout the customer lifecycle.
· Lifecycle Management: Own the customer journey from onboarding through renewal with a relationship-driven and proactive approach.
· Stakeholder Engagement: Build and maintain strong relationships with key users and decision-makers within higher education institutions, training programs, and partner organisations.
· Adoption & Engagement: Conduct onboarding, training sessions, and check-ins to drive user engagement and ensure successful product adoption.
· Customer Health Monitoring: Track customer usage metrics, satisfaction data, and risk indicators to identify issues early and reduce churn.
· Contract Fulfillment: Ensure that all deliverables and performance targets outlined in sponsorship or partner contracts are met.
· Growth & Expansion: Spot upsell opportunities and collaborate with the sales team to grow existing accounts and support renewals.
· Customer Advocacy: Represent customer interests across internal teams—providing feedback to product and content teams to support improvements.
· Success Enablement: Help build scalable customer success programs, internal documentation, help center content, and customer-facing resources.
· Marketing Support: Assist Content Marketing team in developing case studies, testimonials, and customer-led campaigns. Coordinate marketing activities linked to customer events or success stories.
· Events & Outreach: Plan and support in-person and virtual client meetings, training, or industry events (some national travel may be required).
Office/Administration Management (<20%):
* Sales/Marketing & Content Admin Support:
* Support lead input and assignment in CRM tools (e.g., Hubspot) from marketing campaigns or events.
* Coordinate communications and logistics for exhibitions and on-site customer visits.
* Help maintain a structured marketing-to-sales pipeline and manage inbound queries when relevant.
* Assist Content team with Quality Assurance Contractor admin work
* Event Travel & Logistics:
* Organise travel and accommodations for internal teams, particularly in connection with customer-facing activities or events.
* Leadership & Staff Support:
* Provide administrative support to the leadership team including travel bookings, scheduling, and expense reporting.
* Assist all staff with office-related needs and visitor preparation.
* Procurement & Contractor Coordination:
* Oversee procurement of office supplies, merchandise, and equipment.
* Liaise with and manage external contractors (e.g. cleaners, ISPs) to ensure high service standards.
* Bookkeeping & Systems:
* Assist with basic bookkeeping duties such as invoice tracking and expense reporting.
* Support the development and maintenance of internal systems and workflows to increase operational efficiency.
Who You Are:
* Excellent communicator and relationship-builder with a customer-first mindset.
* Highly organised, detail-oriented, and comfortable juggling priorities between client-facing and operational tasks.
* Business/Revenue-minded
* Experienced in working cross-functionally with product, content, marketing, and sales teams.
* Familiar with CRM systems like Hubspot and customer success tools.
* Flexible and solution-focused—equally confident talking to customers or ordering what is needed for our success
* Able to thrive in a fast-paced scale-up environment.
Package:
Contracted FTE: 1.0 (5 days per week)
Salary: £30,000 – £33,000
23 days’ annual leave (plus public holidays in England and Wales). Plus, an additional one discretionary day holiday for every year of employment.
Working hours: 37.5 hours per week (flexible start between 7:30 am and 9:00 am)
Tuesday – Thursday in office. Monday and Friday remote.
EMI Share Scheme
Start Date - As Soon As Possible