Enterprise Customer Success Manager

Role Overview

As an Enterprise Customer Success Manager at Semperis, you will ensure your customers’ success and satisfaction with our products and support them every step of the way. You will be an essential member of our Customer Success team, collaborating closely with cross-functional teams including Technical Delivery and Sales teams to maximise opportunities for our Enterprise Business customers and Semperis.

What You Will Do

Design a success plan for a Book of Business of strategic customers throughout their lifecycle. From onboarding and implementation through upsell, cross-sell, and renewal, you will guide your customer down the path of success every step of the way to reach their business objectives and operational goals. You will be responsible for achieving and reporting on customer health, satisfaction, retention, and growth targets.

Why It Might Be a Fit

You will be empowered to achieve and report on customer health, satisfaction, retention, and growth targets. Act as the voice of the customer, gather insights to provide feedback to internal teams including our Product Development team. Collaborate on new developments to ensure the product suits our client’s needs.

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
• Relocation assistance