Director, Customer Success – West

The role

You will lead and develop Customer Success Managers across the Western US to drive customer value, adoption, retention, and advocacy. You will translate strategy into regional execution by coaching teams, inspecting portfolio health, and coordinating with cross-functional partners.

What you will do

• Own the operating plan for the assigned region.
• Lead team performance against gross retention, renewal attainment, and portfolio health.
• Review regional customer coverage and recommend actions to leadership.
• Maintain a view of account health, renewal readiness, and customer sentiment.
• Hire, onboard, coach, and develop a high-performing team.
• Coach CSMs to move from reactive coverage to proactive value realization.
• Establish a regular coaching and inspection cadence.
• Inspect the quality and execution of success plans.
• Partner with Sales and Renewals on renewal readiness and expansion opportunities.
• Support major customer escalations within the region.

Required qualifications

• 3+ years leading and developing high-performing Customer Success, Technical Account Management, Account Management, or related post-sale teams.
• Experience in B2B SaaS, cybersecurity, or infrastructure software.
• Track record of improving team execution and customer outcomes.
• Experience coaching teams that manage complex enterprise customers and multi-stakeholder programs.
• Strong cybersecurity product or services experience.
• Ability to engage with CISOs, CIOs, security operations leaders, IAM leaders, architects, and technical champions.
• Ability to explain identity-security concepts and connect customer outcomes to business value.
• Skill in customer-risk identification, escalation leadership, renewal planning, and cross-functional problem solving.
• Strong people-leadership skills including hiring, performance management, and coaching.
• Data-informed operating skills using portfolio dashboards and CRM/CS tooling.
• Excellent written and verbal communication, executive presence, and ability to influence.

Nice to have

• Experience in identity security, Active Directory/Entra ID, cyber recovery, security operations, or enterprise infrastructure
• Experience with Salesforce, TaskRay, or comparable CRM and Customer Success platforms
• Familiarity with customer-success measures and processes such as GRR, NRR, CSQLs, success plans, QBRs/EBRs, health scoring, and renewal forecasting
• Relevant cybersecurity or customer-success certifications (for example, CISSP, CISM, CCSP, or equivalent)
• Prior experience in professional services, solutions engineering, technical delivery, security engineering, or incident response

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.