Enterprise Customer Success Manager

Role Overview

Semperis is looking for a passionate and results-driven Enterprise Customer Success Manager to join their EMEA team. The successful candidate will ensure customer success and satisfaction with Semperis products, building long-lasting relationships across multiple client accounts. The role involves designing success plans, onboarding new customers, and collaborating with cross-functional teams to maximize opportunities for Enterprise Business customers.

What You Will Do

The Enterprise Customer Success Manager will be responsible for designing success plans, onboarding new customers, and ensuring a smooth and successful implementation of Semperis solutions. They will also act as the voice of the customer, gather insights, and provide feedback to internal teams.

Why It Might Be a Fit

The ideal candidate will have strong technical and cyber security skills, hands-on product enablement experience, and a fundamental understanding of modern architectures and compliance frameworks. They will also have excellent customer-facing and soft skills, including executive presence, communication, and conflict resolution.

Requirements

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

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Paid time off
• Retirement plan
• Learning budget
• Parental leave
• Wellness program
• Visa sponsorship available
• Relocation assistance
• Flexible work arrangements
• Professional development opportunities

Tagged as: Forecasting