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Semperis is seeking an Enterprise Customer Success Manager to join its EMEA team. You will be responsible for ensuring customer success and satisfaction with Semperis cybersecurity products, serving as a strategic partner throughout the customer lifecycle from onboarding through renewal and expansion.
Key Responsibilities:
- Design and execute success plans for a portfolio of strategic enterprise customers, guiding them from implementation through upsell, cross-sell, and renewal to achieve their business and operational objectives
- Own customer health, satisfaction, retention, and growth metrics and targets
- Act as the voice of the customer, gathering insights and providing feedback to Product Development and internal teams to inform product roadmap decisions
- Lead training sessions and workshops to ensure customers maximize product adoption and realize concrete operational impact
- Maintain accurate customer records and enable personalized interactions across Support, Sales, and Customer Success teams
- Develop and execute ongoing customer development programs including health checks, product upgrades, and strategic workshops
- Identify customer references and support case study development
- Contribute to the enhancement of Customer Success processes and systems across the organization
- Maintain deep understanding of Semperis technology, products, and competitive positioning
You will work closely with Technical Delivery and Sales teams to maximize opportunities for enterprise customers. The role requires strategic and empathetic communication skills, with the ability to convey complex security concepts clearly to executive stakeholders including CISOs, CIOs, and architects.
Requirements:
- 5+ 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 product vendors, including product health checks, alert/response rule configuration, and Active Directory/Entra security posture remediation
- Strong understanding of security concepts (NIST IR, MITRE Attack framework, APTs) and workflows
- Knowledge of Active Directory and Entra ID vulnerabilities and attack patterns
- Understanding of IAM and Security team organizational structures
- Foundational knowledge of cybersecurity domains: network security, endpoint protection (EDR/XDR), cloud security (CSPM/CWPP), identity (IAM/SSO/MFA), SIEM, zero-trust, threat intelligence
- Familiarity with modern architectures (on-premises and cloud: AWS, Azure, GCP)
- Knowledge of compliance frameworks (NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, SOC 2)
- Executive presence and ability to communicate complex threats and product value in customer language
- Ability to translate telemetry, risk scores, and metrics into compelling business narratives
- Project/program management experience with customer onboarding, health checks, and expansion planning
- Conflict resolution and expectation management skills
- Consultative selling and value realization experience
- Understanding of renewal and expansion forecasting (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
- Fluent English language skills required
Preferred Qualifications:
- Experience with Salesforce (SFDC)
- Active Directory expertise
- German language proficiency
