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Semperis is seeking an Enterprise Customer Success Manager to join the 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 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
- Lead product training sessions and health checks to ensure effective adoption and business impact
- Maintain accurate customer records and enable personalized interactions across Support, CS, and Sales teams
- Develop and execute customer development programs including health checks, product upgrades, and workshops
- Identify customer references and develop case studies
- Contribute to the enhancement of CS processes and systems across the organization
About Semperis:
Semperis is a cybersecurity company recognized as one of America's Fastest-Growing Cybersecurity Companies by Inc. 5000, a DUNS 100 Top Startup to Work For, and a multi-year Inc. Best Workplace awardee. The company is committed to creating an employee experience rooted in purpose, growth, and balance.
Requirements:
Technical & Cybersecurity Skills:
- Hands-on product enablement experience with a security product vendor, including running product health checks, configuring alert and response rules, and remediating Active Directory and Entra security posture vulnerabilities
- Understanding of security concepts (NIST IR process, MITRE Attack framework, APTs) and workflows
- Knowledge of Active Directory and Entra ID vulnerabilities and attack patterns, IAM and Security team organization structures
- 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-premises and cloud (AWS, Azure, GCP)
- Familiarity with compliance frameworks (NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, SOC 2)
Customer-Facing & Soft Skills:
- 5+ years' experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS company
- Executive presence and ability to communicate complex threats and product value to CISOs, CIOs, architects, and analysts
- Ability to translate telemetry, risk scores, and attack surface metrics into compelling business narratives
- Project/program management skills with experience in customer onboarding, health checks, maturity roadmaps, and expansion opportunities
- Conflict resolution and expectation management during incidents or escalations
- Consultative selling skills and ability to identify expansion, upsell, and cross-sell opportunities
Business & Strategic Skills:
- Experience with renewal and expansion forecasting, ARR, NRR, and consumption metrics
- Ability to build and execute Customer Success Plans and Joint Success Plans with Account owners
- Risk identification and mitigation planning (technical debt, low adoption, competing solutions)
- Competitive intelligence and product differentiation knowledge
Preferences:
- Experience with Salesforce (SFDC) and Active Directory
- Fluent German and English language skills required
Work Model: Hybrid, up to three days per week in office with remaining days remote.
