Customer Success Manager

Semperis•Austin, TX

4d•Hybrid

About The Position

Semperis is seeking a passionate, results-driven Customer Success Manager to join its Americas team. The role supports SMB customers throughout their relationship with Semperis, from onboarding and implementation through product adoption, expansion, and renewal. The Customer Success Manager works closely with Technical Delivery, Sales, Product Development, Support, and other teams to help customers meet business and operational goals and to advance the overall Customer Success program. The role involves managing a book of approximately 50 SMB customers, building long-term customer relationships, and developing scalable solutions to customer and internal process gaps. The Customer Success Manager serves as the voice of the customer, supports product enablement and training, monitors customer health and satisfaction, and identifies opportunities for customer growth and advocacy. The posting describes a hybrid work model of up to three days per week in the office and the remaining days remotely when a required location is specified; it does not specify a required location for this role.

Requirements

3+ years of experience as a Customer Success Manager, technical account manager, or in a related customer-facing role at a Cybersecurity SaaS solutions company.
Hands-on product enablement experience with a security product vendor, including product health checks, explaining results, configuring or tuning alert and response rules, and remediating Active Directory and Entra security posture vulnerabilities.
Understanding of security concepts and workflows, including the NIST incident response process, MITRE ATT&CK, and advanced persistent threats (APTs).
Understanding of Active Directory and Entra ID vulnerabilities and attack patterns, and IAM and Security team organizational structures.
Foundational knowledge of cybersecurity domains, including network security, endpoint protection (EDR/XDR), cloud security (CSPM/CWPP), identity (IAM/SSO/MFA), SIEM, zero trust, and threat intelligence.
Fundamental understanding of modern on-premises and cloud architectures, including AWS, Azure, and GCP.
Familiarity with compliance frameworks including NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, and SOC 2.
Executive presence and communication skills to explain complex threats and product value to CISOs, CIOs, architects, and analysts in terms suited to the audience.
Ability to turn telemetry, risk scores, and attack surface metrics into compelling business narratives.
Project and program management skills for customer onboarding, health checks, maturity roadmaps, and expansion opportunities.
Conflict-resolution and expectation-management skills for incidents and escalations.
Consultative selling and value-realization skills, including identifying use cases that support expansion, upselling, cross-selling, or multi-year renewals.
Ability to forecast renewals and expansion and understand ARR, NRR, and consumption metrics.
Ability to build and execute Customer Success Plans or Joint Success Plans with sales account owners.
Ability to identify customer risks, including technical debt, low adoption, and competing solutions, and develop mitigation plans.

Nice To Haves

Experience with SFDC.
Experience with Active Directory.

Responsibilities

Design success plans for a book of approximately 50 SMB customers across their lifecycle, from onboarding and implementation through upselling, cross-selling, and renewal.
Achieve and report on customer health, satisfaction, retention, and growth targets.
Gather customer insights and provide feedback to internal teams, including Product Development, and collaborate on product developments to meet customer needs.
Lead training sessions to ensure the product meets user needs and is used broadly enough to have a concrete operational impact.
Monitor customer record-keeping so relevant information is available for informed, personalized interactions with Support, Customer Success, Sales, and other teams.
Develop and execute ongoing customer development programs, including health checks, product upgrades, and workshops.
Identify potential customer references and assist in developing customer case studies.
Maintain an understanding of Semperis technology, products, and services.
Help develop and enhance processes and systems for the overall Semperis Customer Success program.
Conduct product health checks, explain their results, configure or tune alert and response rules, and remediate Active Directory and Entra security posture vulnerabilities.
Manage customer onboarding, health checks, maturity roadmaps, and expansion opportunities.
Resolve conflicts and manage customer expectations during incidents or escalations.
Identify customer use cases and opportunities for expansion, upselling, cross-selling, and multi-year renewals.
Forecast renewals and expansion, considering ARR, NRR, and consumption metrics.
Build and execute Customer Success Plans or Joint Success Plans with account owners.
Identify customer risks such as technical debt, low adoption, or competing solutions, and plan mitigation through measures such as QBRs and escalation paths.
Understand and communicate how Semperis products differentiate from competitors.