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Semperis, a recognized leader in cybersecurity innovation (Inc. 5000 fastest-growing cybersecurity company), is seeking a Customer Success Manager to join the Americas team. You will manage a book of approximately 50 strategic commercial customers, ensuring their success and satisfaction throughout their lifecycle—from onboarding and implementation through upselling, cross-sell, and renewal.
Key Responsibilities:
- Design and execute success plans for strategic customers, guiding them toward their business objectives and operational goals
- Own customer health, satisfaction, retention, and growth targets
- Act as the voice of the customer, gathering insights and providing feedback to Product Development and internal teams
- Lead training sessions to ensure product adoption and business impact
- Maintain accurate customer records to enable personalized interactions across Support, CS, and Sales teams
- Develop and execute customer development programs (health checks, product upgrades, workshops)
- Identify customer references and assist with case study development
- Contribute to the enhancement of CS processes and systems company-wide
- Collaborate with Technical Delivery and Sales teams to maximize customer and company opportunities
You will be a strategic, empathetic communicator who can convey complex security concepts clearly. You'll build long-lasting relationships, identify operational gaps, and develop scalable solutions. Your ability to turn telemetry and risk metrics into compelling business narratives will be essential.
Requirements:
- 3+ years' experience as a Customer Success Manager, Technical Account Manager, or related customer-facing role in a Cybersecurity SaaS company
- Hands-on product enablement experience with security products, including health checks, alert/response rule configuration, and Active Directory/Entra security posture remediation
- Understanding of security concepts (NIST IR, MITRE Attack framework, APTs) and workflows; knowledge of Active Directory and Entra ID vulnerabilities and attack patterns
- Strong foundational knowledge of cybersecurity 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 skills; ability to explain complex threats and product value to CISOs, CIOs, architects, and analysts
- Project/program management experience with customer onboarding, health checks, maturity roadmaps, and expansion opportunities
- Conflict resolution and expectation management during incidents or escalations
- Consultative selling and value realization skills
- Renewal and expansion forecasting knowledge (ARR, NRR, consumption metrics)
- Ability to build and execute Customer Success Plans with Account owners
- Risk identification and mitigation planning capabilities
- Competitive intelligence and product differentiation knowledge
Preferences:
- Experience with Salesforce (SFDC) and Active Directory
