SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
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 targets, with accountability for reporting on these metrics
- Act as the voice of the customer, gathering insights and providing feedback to Product Development and internal teams to inform product roadmap decisions
- Lead product training sessions and health checks to ensure customers maximize value and adoption
- 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 support case study development
- Contribute to the enhancement of CS processes and systems across the organization
- Collaborate closely with Technical Delivery and Sales teams to maximize opportunities for enterprise customers
You will be a strategic, empathetic communicator capable of conveying complex cybersecurity concepts clearly to executive audiences. You will build and nurture long-lasting relationships, identify operational gaps, and develop scalable solutions. The role requires deep technical product knowledge and the ability to translate customer needs into business impact.
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 process, MITRE Attack framework, APTs) and workflows
- Knowledge of Active Directory and Entra ID vulnerabilities and attack patterns
- Understanding of IAM and Security team organization 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
- 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)
- Executive presence and communication skills; ability to explain 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 experience with customer onboarding, health checks, maturity roadmaps, and expansion opportunities
- Conflict resolution and expectation management skills during incidents or escalations
- Consultative selling and value realization capabilities; ability to identify expansion, upsell, cross-sell, and renewal opportunities
- Understanding of ARR, NRR, and consumption metrics for renewal and expansion forecasting
- Ability to build and execute Customer Success Plans and Joint Success Plans with Account owners
- Risk identification and mitigation planning experience (technical debt, low adoption, competitive threats)
- Competitive intelligence and product differentiation knowledge
Preferred Qualifications:
- Experience with Salesforce (SFDC) and Active Directory
- Fluent in Spanish and English (required)
- Italian language proficiency (strong advantage)
