Customer Success Manager

Join Semperis as a Customer Success Manager, where you will play a crucial role in ensuring customer satisfaction and success with our products. You will collaborate with cross-functional teams, onboard new customers, design success plans, and act as the voice of the customer. This position requires strong communication skills, a deep understanding of cybersecurity, and experience in customer success or technical account management.

• Designing 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.
• Acting as the voice of the customer, gathering insights to provide feedback to internal teams including the Product Development team, and collaborating on new developments to ensure the product suits our client’s needs.
• Developing and executing programs for ongoing customer development, including health checks, product upgrades, and workshops, and identifying potential customer references.

• 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
• Familiarity with compliance frameworks (NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, SOC 2)
• 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:
• Fundamental understanding of modern architectures: on-prem and cloud (AWS, Azure, GCP)
• Network security, endpoint protection (EDR/XDR), cloud security (CSPM/CWPP), identity (IAM/SSO/MFA), SIEM, zero-trust, threat intelligence, etc
• Project/program management: Be in tune with customer onboarding, health checks, maturity roadmaps, and expansion opportunities
• Executive presence & communication: can explain complex threats or product value to CISOs, CIOs, architects, and analysts in their language
• Consultative selling & value realization: Identify use cases that justify expansion, upsell & cross-sell modules, or multi-year renewals
• Storytelling with data: Turn telemetry, risk scores, and attack surface metrics into compelling business narratives
• 3+ years’ experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company
• Conflict resolution & expectation management during incidents or escalations
• Risk identification (technical debt, low adoption, competing solutions) and mitigation planning (QBRs, escalation paths)
• Ability to build and Execute Customer Success Plans / Joint Success Plans with Account owners (sales reps)
• Competitive intelligence: Know how our product differentiates from the competition
• Renewal & expansion forecasting (understand ARR, NRR, consumption metrics)
• Experience with SFDC and Active Directory