Enterprise Customer Success Manager

Semperis•Hoboken, NJ

1d•Hybrid

About The Position

At Semperis, our mission is to be a Force for Good, starting with being a great place to work. The company believes that when people feel valued, supported, and empowered, they do their best work, focusing 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. Semperis is seeking a passionate and results-driven Enterprise Customer Success Manager for its Eastern region. As a Customer Success Manager, you will be an essential member of the Customer Success team, ensuring customer success and satisfaction with Semperis products and supporting them throughout their journey. This role involves collaborating closely with cross-functional teams, including Technical Delivery and Sales, to maximize opportunities for Enterprise Business customers and Semperis. Customer Success Managers are strategic and empathetic communicators, capable of conveying complex concepts clearly. They build and nurture long-lasting relationships across multiple client accounts, identify gaps in products and internal operations, and develop effective, scalable solutions. The CSM will also be responsible for onboarding new customers to ensure smooth and successful implementation of solutions.

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).
5+ years’ experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company.
Executive presence & communication: ability to explain complex threats or product value to CISOs, CIOs, architects, and analysts in their language.
Storytelling with data: ability to turn telemetry, risk scores, and attack surface metrics into compelling business narratives.
Project/program management: proficiency with customer onboarding, health checks, maturity roadmaps, and expansion opportunities.
Conflict resolution & expectation management during incidents or escalations.
Consultative selling & value realization: ability to 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: knowledge of how your product differentiates from the competition.

Nice To Haves

Experience with SFDC
Experience with Active Directory

Responsibilities

Design a success plan for a Book of Business of strategic customers throughout their lifecycle, guiding them from onboarding and implementation through upsell, cross-sell, and renewal to reach their business objectives and operational goals.
Achieve and report on customer health, satisfaction, retention, and growth targets.
Act as the voice of the customer, gathering insights to provide feedback to internal teams, including the Product Development team, and collaborating on new developments to ensure the product suits client needs.
Lead training sessions to ensure the product meets user needs and is widely adopted to have a concrete impact on customers' operations.
Monitor recordkeeping to ensure relevant customer information is captured to enable informed, personalized customer interactions with Semperis Support, Customer Success (CS), Sales, etc.
Develop and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.).
Identify potential customer references and assist with the 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 the development and enhancement of processes and systems for the overall Semperis CS program.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume