Customer Success Manager
Key Skills for This Role
Full Job Posting
You will be responsible for
Designing success plans for a Book of Business of approximately 50 Strategic customers throughout their lifecycle. From onboarding and implementation through upselling, cross-sell, and renewal, you will guide your customer down the path of success every step of the way to help them reach their business objectives and operational goals.
You will be empowered to achieve and report on customer health, satisfaction, retention, and growth targets.
Acting as the voice of the customer, gather insights to provide feedback to internal teams including our Product Development team. Collaborate on new developments to ensure the product suits our client’s needs.
Leading training sessions to ensure that the product is meeting user needs and is being used widely enough to have concrete impact on our customers' operations.
Monitoring record-keeping to ensure that relevant customer information is captured to enable informed, personalized customer interactions with Semperis Support, Customer Success (CS), Sales, etc.
Developing and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.)
Identifying potential customer references and assisting with development of customer case studies.
Gain and maintain an understanding of Semperis technology, products, and services.
In addition to managing an assigned customer segment, assist with development and enhancement of processes and systems for the overall Semperis CS program.
Technical & Cyber Security Skills
- Hands-on product enablement experience with a security product vendor, including running product health checks, articulating the output with expertise, configuring or tuning alert and response rules, remediating Active Directory and Entra security posture vulnerabilities.
- Understanding of security concepts (NIST IR process, MITRE Attack framework, APTs, etc.) and workflows, Active Directory and Entra ID vulnerabilities and attack patterns, IAM and Security team organization structures
- Strong foundational knowledge of cyber security domains:
- Network security, endpoint protection (EDR/XDR), cloud security (CSPM/CWPP), identity (IAM/SSO/MFA), SIEM, zero-trust, threat intelligence, etc.
- 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)
Customer-facing & Soft Skills
- 3+ years’ experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company.
- Executive presence & communication: can explain complex threats or product value to CISOs, CIOs, architects, and analysts in their language.
- Storytelling with data: Turn telemetry, risk scores, and attack surface metrics into compelling business narratives.
- Project/program management: Be in tune with customer onboarding, health checks, maturity roadmaps, and expansion opportunities.
- Conflict resolution & expectation management during incidents or escalations
- Consultative selling & value realization: Identify use cases that justify expansion, upsell & cross-sell modules, or multi-year renewals.
Business & Strategic Skills
- Renewal & expansion forecasting (understand ARR, NRR, consumption metrics)
- Ability to build and Execute Customer Success Plans / Joint Success Plans with Account owners (sales reps)
- Risk identification (technical debt, low adoption, competing solutions) and mitigation planning (QBRs, escalation paths)
- Competitive intelligence: Know how our product differentiates from the competition.
Preferences
Experience with SFDC and Active Directory
#LI-KG1
Why Join Semperis? You’ll be part of a global team on the front lines of cybersecurity innovation. At Semperis, we celebrate curiosity, integrity, and people who take initiative. If you’re someone who sees the glass as half full, embraces challenges as growth opportunities, and values a healthy balance between work and life—we’d love to meet you.
**Semperis maintains office locations in several cities across the globe. Where the job description specifies a required location, candidates will follow our hybrid work model. This includes working up to three days per week and remotely the remaining days.
Requirements
- Hands-on product enablement experience with a security product vendor, including running product health checks, articulating the output with expertise, configuring or tuning alert and response rules, remediating Active Directory and Entra security posture vulnerabilities.
- Understanding of security concepts (NIST IR process, MITRE Attack framework, APTs, etc.) and workflows, Active Directory and Entra ID vulnerabilities and attack patterns, IAM and Security team organization structures
- Strong foundational knowledge of cyber security domains:
- Network security, endpoint protection (EDR/XDR), cloud security (CSPM/CWPP), identity (IAM/SSO/MFA), SIEM, zero-trust, threat intelligence, etc.
- 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)
- 3+ years’ experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company.
- Executive presence & communication: can explain complex threats or product value to CISOs, CIOs, architects, and analysts in their language.
- Storytelling with data: Turn telemetry, risk scores, and attack surface metrics into compelling business narratives.
- Project/program management: Be in tune with customer onboarding, health checks, maturity roadmaps, and expansion opportunities.
- Conflict resolution & expectation management during incidents or escalations
- Consultative selling & value realization: Identify use cases that justify expansion, upsell & cross-sell modules, or multi-year renewals.
- Renewal & expansion forecasting (understand ARR, NRR, consumption metrics)
- Ability to build and Execute Customer Success Plans / Joint Success Plans with Account owners (sales reps)
- Risk identification (technical debt, low adoption, competing solutions) and mitigation planning (QBRs, escalation paths)
- Competitive intelligence: Know how our product differentiates from the competition.
About Semperis
Cybersecurity software company protecting Active Directory, Entra ID, and Okta identity systems for enterprises and governments.
Visit company websiteJobs and hiring trendsApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Semperis
Commercial Pre-Sales Engineer
, USA
At Semperis, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they do their best work. That’s why we focus on creating a
Cybersecurity GRC Analyst
, USA
At Semperis, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they do their best work. That’s why we focus on creating a
Cybersecurity GRC Analyst
, USA
At Semperis, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they do their best work. That’s why we focus on creating a
Cybersecurity GRC Analyst
, USA
At Semperis, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they do their best work. That’s why we focus on creating a
Director, Customer Success – West
, USA
At Semperis, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they do their best work. That’s why we focus on creating a
Senior Manager, Business Development
, USA
At Semperis, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they do their best work. That’s why we focus on creating a
Senior Director, Global Partner Program and Operations
, USA
At Semperis, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they do their best work. That’s why we focus on creating a
Commercial Pre-Sales Engineer
, USA
Cybersecurity GRC Analyst
, USA
Cybersecurity GRC Analyst
, USA
Cybersecurity GRC Analyst
, USA
Director, Customer Success – West
, USA
Senior Manager, Business Development
, USA
Senior Director, Global Partner Program and Operations
, USA
HRIS Analyst
Dallas, USA