Customer Success Manager

Role Overview

Join Semperis as a Customer Success Manager to ensure customer success and satisfaction with our products. Collaborate with cross-functional teams to maximize opportunities for our Strategic Commercial Business customers. Build and nurture long-lasting relationships across multiple client accounts.

What You Will Do

Design success plans, onboard new customers, and guide them through the lifecycle. Monitor customer health, satisfaction, retention, and growth targets. Gather insights to provide feedback to internal teams and collaborate on new developments.

Why It Might Be a Fit

You will be responsible for identifying gaps in the product and internal operations, building effective and scalable solutions, and onboarding new customers. You will also be empowered to achieve and report on customer health, satisfaction, retention, and growth targets.

Requirements

• 3+ years’ experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company.
• Technical & Cyber Security Skills
• Hands-on product enablement experience with a security product vendor
• Understanding of security concepts (NIST IR process, MITRE Attack framework, APTs, etc.)
• Strong foundational knowledge of cyber security domains (Network security, endpoint protection, cloud security, identity, SIEM, zero-trust, threat intelligence, etc.)
• Fundamental understanding of modern architectures (on-prem and cloud)
• Familiarity with compliance frameworks (NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, SOC 2)
• Executive presence & communication
• Storytelling with data
• Project/program management
• Conflict resolution & expectation management during incidents or escalations
• Consultative selling & value realization
• Renewal & expansion forecasting
• Ability to build and Execute Customer Success Plans / Joint Success Plans with Account owners
• Risk identification (technical debt, low adoption, competing solutions) and mitigation planning
• Competitive intelligence

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Paid time off
• Retirement plan
• Learning budget
• Parental leave
• Wellness programs
• Visa sponsorship
• Relocation assistance

Tagged as: Forecasting