Customer Success Manager

Customer Success Manager

At Semperis, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they do their best work. That's why we focus on creating an employee experience rooted in purpose, growth, and balance. Semperis has been recognized as one of America's Fastest-Growing Cybersecurity Companies by the Inc. 5000, a DUNS 100 Top Startup to Work For, and a multi-year Inc. Best Workplace awardee.

Semperis is looking for a passionate and results-driven Customer Success Manager to join our Americas team. What you'll be doing:

As a Customer Success Manager at Semperis, you will ensure your customers' success and satisfaction with our products and support them every step of the way. You will be an essential member of our Customer Success team, collaborating closely with cross-functional teams including Technical Delivery and Sales teams to maximize opportunities for our Strategic Commercial Business customers and Semperis.

Our Customer Success Managers are strategic and empathetic communicators who can convey complex concepts in a clear and concise manner. Our CSM will build and nurture long-lasting relationships across multiple client accounts. Our CSM's strengths include the ability to identify gaps in the product and internal operations and build effective and scalable solutions to address them. Our CSM will also onboard new customers, ensuring a smooth and successful implementation of our solutions.

You will be responsible for:

• Designing success plans for a Book of Business of approximately 50 Strategic customers throughout their lifecycle. From onboarding and implementation through upselling, cross-sell, and renewal, you will guide your customer down the path of success every step of the way to help them reach their business objectives and operational goals.
• Achieving and reporting on customer health, satisfaction, retention, and growth targets.
• Acting as the voice of the customer, gather insights to provide feedback to internal teams including our Product Development team. Collaborate on new developments to ensure the product suits our client's needs.
• Leading training sessions to ensure that the product is meeting user needs and is being used widely enough to have concrete impact on our customers' operations.
• Monitoring record-keeping to ensure that relevant customer information is captured to enable informed, personalized customer interactions with Semperis Support, Customer Success (CS), Sales, etc.
• Developing and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.)
• Identifying potential customer references and assisting with development of customer case studies.
• Gain and maintain an understanding of Semperis technology, products, and services.
• In addition to managing an assigned customer segment, assist with development and enhancement of processes and systems for the overall Semperis CS program.

What you will bring to the table:

Technical & Cyber Security Skills

• Hands-on product enablement experience with a security product vendor, including running product health checks, articulating the output with expertise, configuring or tuning alert and response rules, remediating Active Directory and Entra security posture vulnerabilities.
• Understanding of security concepts (NIST IR process, MITRE Attack framework, APTs, etc.) and workflows, Active Directory and Entra ID vulnerabilities and attack patterns, IAM and Security team organization structures

Strong foundational knowledge of cyber security domains:

• Network security, endpoint protection (EDR/XDR), cloud security (CSPM/CWPP), identity (IAM/SSO/MFA), SIEM, zero-trust, threat intelligence, etc.
• Fundamental understanding of modern architectures: on-prem and cloud (AWS, Azure, GCP)
• Familiarity with compliance frameworks (NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, SOC 2)

Customer-facing & Soft Skills

• 3+ years' experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company.
• Executive presence & communication: can explain complex threats or product value to CISOs, CIOs, architects, and analysts in their language.
• Storytelling with data: Turn telemetry, risk scores, and attack surface metrics into compelling business narratives.
• Project/program management: Be in tune with customer onboarding, health checks, maturity roadmaps, and expansion opportunities.
• Conflict resolution & expectation management during incidents or escalations
• Consultative selling & value realization: Identify use cases that justify expansion, upsell & cross-sell modules, or multi-year renewals.

Business & Strategic Skills

• Renewal & expansion forecasting (understand ARR, NRR, consumption metrics)
• Ability to build and Execute Customer Success Plans / Joint Success Plans with Account owners (sales reps)
• Risk identification (technical debt, low adoption, competing solutions) and mitigation planning (QBRs, escalation paths)
• Competitive intelligence: Know how our product differentiates from the competition.

Preferences:

• Experience with SFDC and Active Directory

Why Join Semperis?

You'll be part of a global team on the front lines of cybersecurity innovation. At Semperis, we celebrate curiosity, integrity, and people who take initiative. If you're someone who sees the glass as half full, embraces challenges as growth opportunities, and values a healthy balance between work and life—we'd love to meet you.

**Semperis maintains office locations in several cities across the globe. Where the job description specifies a required location, candidates will follow our hybrid work model. This includes working up to three days per week and remotely the remaining days.

Semperis is an equal opportunity employer and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, veteran or military status, genetic information, citizenship, marital status, or any other legally recognized protected basis under federal, state, or local law. The information collected by the Semperis application is solely to determine suitability for employment, verify identity, and maintain employment statistics.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and/or other applicable state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Semperis. Please inform Semperis representative Anna Taylor, Director of Global Recruiting, if you need assistance completing this application or to otherwise participate in the application process.