Customer Success Manager

Semperis is looking for a passionate and results-driven Customer Success Manager to join its Americas team. The Customer Success Manager will ensure customers' success and satisfaction with Semperis products, collaborate with Technical Delivery and Sales teams to maximize opportunities for SMB customers, and build and nurture long-lasting relationships across multiple client accounts.

Responsibilities

Design success plans for a Book of Business of approximately 50 SMB customers throughout their lifecycle, from onboarding and implementation through upselling, cross-sell, and renewal; Achieve and report on customer health, satisfaction, retention, and growth targets; Act as the voice of the customer and provide feedback to internal teams including Product Development; Collaborate on new developments to ensure the product suits client needs; Lead training sessions to ensure product adoption and impact on customer operations; Monitor record-keeping to ensure relevant customer information is captured for personalized interactions; Develop and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.); Identify potential customer references and assist with development of customer case studies; Gain and maintain an understanding of Semperis technology, products, and services; Assist with development and enhancement of processes and systems for the overall Semperis CS program; Onboard new customers to ensure smooth and successful implementation of solutions

Requirements

3+ years' experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company; Hands-on product enablement experience with a security product vendor, including running product health checks, configuring or tuning alert and response rules, and remediating Active Directory and Entra security posture vulnerabilities; Understanding of security concepts (NIST IR process, MITRE Attack framework, APTs, etc.) and workflows; Understanding of Active Directory and Entra ID vulnerabilities and attack patterns; Understanding of 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); 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); Executive presence and communication with CISOs, CIOs, architects, and analysts; Storytelling with data; Project/program management; Conflict resolution and expectation management during incidents or escalations; Consultative selling and value realization; Renewal and expansion forecasting (understanding of ARR, NRR, consumption metrics); Ability to build and execute Customer Success Plans / Joint Success Plans with Account owners; Risk identification and mitigation planning; Competitive intelligence

Nice to have

Experience with SFDC and Active Directory