Senior Customer Success Manager
Filigran
Cyber Security
Customer Success Team Lead
Semperis
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Senior
Tech Stack
Cyber Security
About the role
- Lead and manage a team of Customer Success Managers throughout EMEA to deliver exemplary customer experience
- Hire, train, onboard, performance manage, and scale CSMs; own team development and satisfaction
- Manage a book of business and act as strategic advisor to drive product adoption, retention, and advocacy
- Measure and track CSM KPIs; provide guidance and feedback to meet adoption, retention, satisfaction, advocacy, and expansion targets
- Coordinate technical development so CSMs can effectively speak to product features, releases, and use cases
- Optimize CS initiatives and align CSM activities with customer objectives and use cases
- Assist team in managing customer escalations to mitigate health concerns and churn risk
- Collaborate with Sales, Partners, and Delivery on account plans, deployments, and product rollouts
- Share prioritized customer product feedback with Product and Engineering
- Ensure consistent execution of CSM engagement activities (best practice training, strategic roadmap reviews, QBRs)
- Maintain understanding of Enterprise AD, identity, infosec, access management, and Semperis products
- Define, refine, and execute programs, processes, and playbooks to improve CSM and customer experience
- Act as customer advocate between the CSM team and internal teams (Product, Development, Research, Engineering)
Requirements
- 3+ years experience in building and managing high performing Customer Success teams in a high growth enterprise technology environment for customers from SMB to Global 1000
- 3+ years of additional experience as a strategic Customer Success Manager in the IT or cybersecurity industry (identity preferred), owning a book of business and achieving retention and advocacy targets
- Experience building and executing comprehensive success plans and business reviews for complex customers, including onsite reviews
- Track record of preventing and managing customer risk and churn to meet gross retention targets
- Track record enabling CSMs to generate qualified leads for Sales to meet expansion targets
- Experience implementing Customer Success process improvements, engagement models, scaling CSM teams, and implementing CS KPIs and standards
- Preferred: Hands-on experience with Active Directory (implementation, support) in a large organization
