Enterprise Customer Success Manager

• Designing success plans 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 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

• Leading training sessions to ensure that the product is meeting user needs and is being used widely enough to have concrete impact on our customers' operations

• Monitoring record-keeping to ensure that relevant customer information is captured to enable informed, personalised customer interactions with Semperis Support, Customer Success (CS), Sales, etc

• Developing and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.)

• Identifying potential customer references and assist with development of customer case studies

• Gaining and maintain an understanding of Semperis technology, products, and services

• In addition to managing an assigned customer segment, assist with development and enhancement of processes and systems for the overall Semperis CS program

• Hands-on product enablement experience with a security product vendor, including running product health checks, articulating the output with expertise, configuring or tuning alert and response rules, remediating Active Directory and Entra security posture vulnerabilities

• Understanding of security concepts (NIST IR process, MITRE Attack framework, APTs, etc.) and workflows, Active Directory and Entra ID vulnerabilities and attack patterns, IAM and Security team organisation structures

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)

• 5+ years' experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company

• 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 realisation: 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

• Experience with SFDC and Active Directory

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• German language proficiency would be a strong advantage

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