Director, Customer Success – West

Semperis

21d

About The Position

Semperis is seeking a Director of Customer Success to lead execution and customer outcomes across the Western US. This is a regional people-leadership role, not an individual customer book-of-business role. The Director will lead and develop Customer Success Managers according to the coverage model and ensure the team drives customer value, adoption, retention, and advocacy.

The role translates Semperis’s Customer Success strategy into regional execution by building team capability, coaching customer strategy, inspecting portfolio health and renewal readiness, and coordinating with Sales, Renewals, Technical Delivery, Product, Support, and other partners. It calls for cybersecurity credibility and the ability to connect identity-security outcomes to customer and business value.

The Director owns the regional operating plan and team goals; leads performance across retention, renewals, portfolio health, success plans, advocacy, and qualified customer success leads; develops and coaches the team; and promotes proactive customer adoption and value realization. The role also oversees customer risk and renewal readiness, supports escalations, maintains operating discipline and accurate customer-success data, and represents regional customer feedback in cross-functional forums. Success is measured by team and portfolio outcomes, customer adoption and value, operating quality, and team development.

Requirements

• 3+ years leading and developing high-performing Customer Success, Technical Account Management, Account Management, or related post-sale teams; experience in B2B SaaS, cybersecurity, or infrastructure software.
• A track record of improving team execution and customer outcomes across retention, renewal readiness, adoption, customer health, and value realization.
• Experience coaching teams that manage complex enterprise customers and multi-stakeholder programs.
• Strong cybersecurity product or services experience and credibility engaging with CISOs, CIOs, security operations leaders, IAM leaders, architects, and technical champions.
• Ability to explain identity-security concepts and connect customer outcomes to business value; familiarity with Active Directory, Entra ID, identity security, incident response, and cyber-resilience concepts is highly relevant.
• Demonstrated skill in customer-risk identification, escalation leadership, renewal planning, and cross-functional problem solving.
• Strong people-leadership skills, including hiring, performance management, coaching, talent development, and building a healthy team culture.
• Data-informed operating skills, including the ability to use portfolio dashboards, customer health signals, adoption measures, and CRM/CS tooling to set priorities and improve execution.
• Excellent written and verbal communication, executive presence, sound judgment, and ability to influence across teams in a global, distributed organization.

Nice To Haves

• Experience in identity security, Active Directory/Entra ID, cyber recovery, security operations, or enterprise infrastructure.
• Experience with Salesforce, TaskRay, or comparable CRM and Customer Success platforms.
• Familiarity with customer-success measures and processes such as GRR, NRR, CSQLs, success plans, QBRs/EBRs, health scoring, and renewal forecasting.
• Relevant cybersecurity or customer-success certifications, such as CISSP, CISM, CCSP, or equivalent.
• Prior experience in professional services, solutions engineering, technical delivery, security engineering, or incident response.

Responsibilities

• Own the operating plan for the assigned region, translating Customer Success priorities into team goals, coverage expectations, and execution rhythms.
• Lead team performance against gross retention (GRR), renewal attainment, portfolio health, success-plan execution, customer advocacy, and qualified customer success leads (CSQLs) in partnership with Sales.
• Review regional customer coverage and portfolio performance, identify gaps in capacity, focus, and execution, and recommend actions to the regional VP/AVP.
• Maintain a reliable view of account health, renewal readiness, customer sentiment, adoption, and expansion readiness across the portfolio.
• Hire, onboard, coach, and develop a high-performing team; set clear expectations and manage performance consistently.
• Coach CSMs to drive proactive adoption, value realization, risk mitigation, and executive engagement.
• Establish a regular coaching and inspection cadence, including one-to-ones, portfolio reviews, calibration, and development planning.
• Build team capability and succession depth through feedback, stretch assignments, knowledge sharing, and career development.
• Address performance gaps promptly and fairly, recognize strong performance, and foster accountability, collaboration, and continuous learning.
• Inspect success plans to ensure customer business and security outcomes, use cases, milestones, owners, and value measures are clear.
• Coach teams to use customer telemetry, health indicators, deployment context, and product usage to identify adoption gaps and demonstrate value.
• Drive adoption of relevant Semperis use cases across the portfolio, including DSP posture reviews and hardening, ADFR recovery testing, DRET/Lightning detection and incident workflows, and maintaining current product versions.
• Ensure QBRs/EBRs and executive engagements connect technical progress to customer security and business priorities.
• Partner with Technical Delivery and other teams to distinguish deployment responsibilities from ongoing adoption and value realization.
• Inspect red/yellow accounts, at-risk renewals, and expansion-ready customers; ensure owners, next steps, mitigation plans, and leadership involvement are clear and documented.
• Coach teams to surface risk early, coordinate save strategies, and engage Sales, Renewals, Support, Product, and Technical Delivery as appropriate.
• Partner with Sales and Renewals on renewal readiness, account strategy, and expansion opportunities; ensure CSQLs are based on validated customer needs and followed through.
• Support major customer escalations within the region, aligning internal stakeholders and maintaining clear customer communication and accountability.
• Establish and maintain regional routines for portfolio reviews, success-plan inspection, QBR quality, renewal readiness, escalation follow-through, and team development.
• Use Salesforce (SFDC), TaskRay, and relevant customer-success dashboards to maintain accurate account context, health, risk, success-plan, renewal, and next-step information.
• Partner with CS Operations and regional leadership to improve visibility, data quality, playbooks, and repeatable customer-success practices.
• Represent the regional Customer Success team in operating, product, and go-to-market forums; bring customer feedback and field learnings to internal partners.
• Collaborate across Sales, Renewals, Technical Delivery, Support, Product, Security, and Marketing to improve customer outcomes and the end-to-end customer experience.

Benefits

• Semperis describes a workplace focused on purpose, growth, balance, and a healthy balance between work and life.
• For roles where a required location is specified, Semperis's hybrid work model allows working up to three days per week in the office and remotely the remaining days.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed