Customer Success Manager

Semperis-posted 3 months ago
Full-time • Mid Level
Addison, TX
251-500 employees
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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 an employee experience rooted in purpose, growth, and balance. Semperis has been recognized as one of America’s Fastest-Growing Cybersecurity Companies by the Inc. 5000, a DUNS 100 Top Startup to Work For, and a multi-year Inc. Best Workplace awardee. We are seeking an SMB Customer Success Manager to work with our Small to Medium-Sized Business Commercial, SLED, and Federal customers. You will help scale our success programs for our growing segment of SMB customers. You will play a key role in building and managing our scale success programs for our growing SMB customers across the Central Time Zone delivering an exceptional customer journey.

  • Design success plans for your Portfolio of strategic and Scale customers throughout their lifecycle.
  • Guide your customer down the path of success every step of the way to reach their business objectives and operational cyber-security goals.
  • Achieve and report on customer health, satisfaction, retention, and growth targets.
  • Act as the voice of the customer, gather insights to provide feedback to internal teams including our Product Development team.
  • Lead training sessions to ensure that the product meets user needs and is being used widely enough to have a concrete impact on our customers' operations.
  • Monitor recordkeeping to ensure that relevant customer information is captured to enable informed, personalized customer interactions.
  • Develop and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.).
  • Identify potential customer references and assist with development of customer case studies.
  • Gain and maintain an understanding of Semperis technology, products, and services.
  • Assist with the development and enhancement of processes and systems for the overall Semperis CS program.
  • 3+ years’ experience as a Customer Success Manager, Technical Account Manager, or related customer-facing role in a Cybersecurity SaaS solutions company.
  • Aptitude and drive to develop and maintain an essential understanding of Semperis solutions and related Microsoft technologies including Active Directory and Entra.
  • 3+ years of experience working with C-level Executives that includes meetings, high-level presentations, and collaborative discussions.
  • Ability to understand and explain technical cybersecurity data.
  • Excellent communication and project management skills.
  • Proactive; ability to build and maintain strong relationships with customers, anticipate customer needs, and have solutions ready when they are.
  • Intellectually curious; driven to expand the cybersecurity domain and professional expertise.
  • Responsive and adaptive to changing situations.
  • Genuine desire to work with customers.
  • Experience with SFDC and Active Directory.
  • Hybrid work model including working onsite three days per week and remotely the remaining days.
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