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Semperis is seeking a Director of Customer Success to lead regional execution and customer outcomes across the Western US. This is a people-leadership role managing a team of Customer Success Managers, not an individual customer book-of-business position.
You will translate Semperis's Customer Success strategy into strong day-to-day regional execution by building team capability, coaching customer strategy, inspecting portfolio health and renewal readiness, and coordinating with Sales, Renewals, Technical Delivery, Product, Support, and other partners. You will bring credibility in cybersecurity and the ability to connect identity-security outcomes to customer and business value.
Key responsibilities include:
**Regional Execution & Portfolio Outcomes:** Own the operating plan for your assigned region, translating Customer Success priorities into clear team goals and coverage expectations. Lead team performance against gross retention (GRR), renewal attainment, portfolio health, success-plan execution, customer advocacy, and qualified customer success leads (CSQLs). Review regional customer coverage and portfolio performance; identify gaps in capacity, focus, and execution. Maintain a reliable view of account health, renewal readiness, customer sentiment, adoption, and expansion readiness.
**People Leadership & Talent Development:** Hire, onboard, coach, and develop a high-performing team with clear expectations and consistent performance management. Coach CSMs to move from reactive account coverage to proactive adoption, value realization, risk mitigation, and executive engagement. Establish regular coaching and inspection cadence including one-to-ones, portfolio reviews, calibration, and development planning. Build team capability and succession depth through feedback, stretch assignments, and career development.
**Customer Value & Success Planning:** Inspect the quality and execution of success plans, ensuring customer business and security outcomes are clear. Coach teams to use customer telemetry, health indicators, and product usage to identify adoption gaps and demonstrate value. Drive disciplined adoption of relevant Semperis use cases including DSP posture reviews, ADFR recovery testing, and DRET/Lightning detection. Ensure QBRs/EBRs connect technical progress to customer security and business priorities.
**Renewal Readiness & Risk Management:** Inspect red/yellow accounts and at-risk renewals; ensure owners, next steps, and mitigation plans are clear. Coach teams to surface risk early and coordinate save strategies. Partner with Sales and Renewals on renewal readiness and expansion opportunities. Support major customer escalations within the region.
**Operating Discipline & Cross-Functional Collaboration:** Establish consistent regional routines for portfolio reviews, success-plan inspection, QBR quality, and team development. Use Salesforce, TaskRay, and customer-success dashboards to maintain accurate account context and health information. Partner with CS Operations to improve visibility and repeatable practices. Represent the regional Customer Success team in relevant forums and collaborate across Sales, Renewals, Technical Delivery, Support, Product, and Marketing.
Success will be measured by team GRR and renewal attainment, portfolio health improvement, success-plan adoption and execution, CSQL creation and conversion, customer adoption and value realization, team productivity and talent retention, and quality of QBRs/EBRs and renewal readiness management.
**Requirements:**
- 3+ years leading and developing high-performing Customer Success, Technical Account Management, Account Management, or related post-sale teams in B2B SaaS, cybersecurity, or infrastructure software
- Track record of improving team execution and customer outcomes across retention, renewal readiness, adoption, customer health, and value realization
- Experience coaching teams that manage complex enterprise customers and multi-stakeholder programs
- Strong cybersecurity product or services experience and credibility to engage with CISOs, CIOs, security operations leaders, IAM leaders, architects, and technical champions
- Ability to explain identity-security concepts and connect customer outcomes to business value; familiarity with Active Directory, Entra ID, identity security, incident response, and cyber-resilience concepts
- Demonstrated skill in customer-risk identification, escalation leadership, renewal planning, and cross-functional problem solving
- Strong people-leadership skills including hiring, performance management, coaching, talent development, and building healthy team culture
- Data-informed operating skills: able to use portfolio dashboards, customer health signals, adoption measures, and CRM/CS tooling
- Excellent written and verbal communication, executive presence, sound judgment, and ability to influence across teams in a global, distributed organization
**Preferred Qualifications:**
- Experience in identity security, Active Directory/Entra ID, cyber recovery, security operations, or enterprise infrastructure
- Experience with Salesforce, TaskRay, or comparable CRM and Customer Success platforms
- Familiarity with customer-success measures such as GRR, NRR, CSQLs, success plans, QBRs/EBRs, health scoring, and renewal forecasting
- Relevant cybersecurity or customer-success certifications (CISSP, CISM, CCSP, or equivalent)
- Prior experience in professional services, solutions engineering, technical delivery, security engineering, or incident response
