Semperis

Customer Success Manager

Semperis

full-time

Posted on:

Location Type: Hybrid

Location: Dallas • Texas • United States

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

Cyber SecuritySFDC

About the role

  • Execute and maintain Success plans for your portfolio of strategic and scale customers throughout their lifecycle (onboarding, adoption, optimization, expansion, renewal).
  • Implement and run one-to-many engagement programs: Onboarding cohorts and digital onboarding journeys, Product enablement webinars and office hours, Proactive health checks and optimization clinics, Campaigns for new features, product upgrades, and best practices.
  • Ensure customers reach their business objectives and operational cybersecurity goals, especially around identity security and AD/Entra protection.
  • Own and report on customer health, satisfaction, retention, and growth targets for your pooled book of business.
  • Use usage data, risk scores, and alerts to identify low adoption, technical risk, or churn signals and drive mitigation plans at scale.
  • Partner with Account Executives to identify and execute expansion, upsell, cross-sell, and multi-year renewal opportunities based on realized value and new use cases.
  • Conduct product health checks and present findings with clear, actionable recommendations to improve security posture (Active Directory, Entra ID, and related identity infrastructure).
  • Lead training and enablement sessions, and record training videos to (1: many and 1: few) to ensure the product meets user needs and is broadly adopted.
  • Help customers configure or tune alerts, response rules, and notifications to align with their security workflows and risk tolerance.
  • Act as the voice of the customer by gathering insights and feedback from your portfolio to inform Product, Engineering, and GTM teams.
  • Collaborate with Product Management on new developments, ensuring features and improvements align with customer needs and scale motion requirements.
  • Maintain precise and consistent recordkeeping within SFDC and CS tools to enable Support, Sales, and Customer Success teams to provide personalized interactions at scale.
  • Contribute to the development and enhancement of CS processes, playbooks, and systems, with a focus on digital and scale success.
  • Identify customer champions, references, case study opportunities, and participants for community or advisory programs.

Requirements

  • 2+ years’ experience as a Customer Success 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
  • 2+ 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
  • Turn telemetry, health scores, security findings, and attack surface metrics into compelling business narratives that justify investment and drive adoption.
  • Project and program management across a large portfolio: Comfortable orchestrating onboarding, adoption, maturity roadmaps, and expansion plays for many customers simultaneously.
  • Conflict resolution and expectation management: Calm and structured during security incidents, escalations, or complex troubleshooting, with clear communication and next steps.
  • Consultative selling & value realization mindset: Identify and socialize use cases and outcomes that support expansion, upsell, cross-sell, and multi-year renewals in partnership with Sales and Renewals teams.
Benefits
  • Health insurance
  • Flexible working arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Success ManagementCybersecuritySaaSActive DirectoryEntraData AnalysisProject ManagementTechnical Risk AssessmentHealth Score AnalysisConsultative Selling
Soft Skills
CommunicationRelationship BuildingProactive Problem SolvingIntellectual CuriosityAdaptabilityConflict ResolutionExpectation ManagementCollaborationPresentation SkillsCustomer Advocacy