Customer Success Manager

The role

You will ensure customer success and satisfaction for a book of approximately 50 SMB customers. You will design success plans, lead training sessions, and collaborate with cross-functional teams to drive retention and growth.

What you will do

• Design success plans for a book of business of approximately 50 SMB customers.
• Achieve and report on customer health, satisfaction, retention, and growth targets.
• Act as the voice of the customer to provide feedback to internal teams.
• Lead training sessions to ensure product usage meets user needs.
• Monitor record-keeping to enable informed customer interactions.
• Develop and execute programs for ongoing customer development.
• Identify potential customer references and assist with case studies.
• Gain and maintain understanding of Semperis technology, products, and services.
• Assist with development and enhancement of processes and systems for the CS program.

Required qualifications

• Hands-on product enablement experience with a security product vendor.
• Experience running product health checks and articulating output.
• Experience configuring or tuning alert and response rules.
• Experience remediating Active Directory and Entra security posture vulnerabilities.
• Understanding of security concepts including NIST IR process, MITRE Attack framework, APTs, etc.
• Understanding of Active Directory and Entra ID vulnerabilities and attack patterns.
• Understanding of IAM and Security team organization structures.
• Knowledge of network security, endpoint protection (EDR/XDR), cloud security (CSPM/CWPP), identity (IAM/SSO/MFA), SIEM, zero-trust, and threat intelligence.
• Fundamental understanding of modern architectures including on-prem and cloud (AWS, Azure, GCP).
• Familiarity with compliance frameworks (NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, SOC 2).
• 3+ years of experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company.
• Ability to explain complex threats or product value to CISOs, CIOs, architects, and analysts.

Nice to have

• Experience with SFDC
• Experience with Active Directory

About the company

Semperis is a cybersecurity company recognized as one of America’s Fastest-Growing Cybersecurity Companies by the Inc. 5000. The company focuses on creating an employee experience rooted in purpose, growth, and balance.