Enterprise Customer Success Manager

The role

You will ensure customer success and satisfaction with products by managing a book of strategic customers throughout their lifecycle. You will collaborate with technical and sales teams to maximize opportunities and build long-lasting client relationships.

What you will do

• Design a success plan for a Book of Business of strategic customers.
• Guide customers through onboarding, implementation, upsell, cross-sell, and renewal.
• Achieve and report on customer health, satisfaction, retention, and growth targets.
• Act as the voice of the customer and provide feedback to internal teams.
• Lead training sessions to ensure product usage meets user needs.
• Monitor record-keeping for customer information.
• 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

• Fluency in English, Italian, and French.
• Hands-on product enablement experience with a security product vendor.
• Experience running product health checks and configuring alert and response rules.
• Experience remediating Active Directory and Entra security posture vulnerabilities.
• Understanding of security concepts including NIST IR process, MITRE Attack framework, and APTs.
• Understanding of Active Directory and Entra ID vulnerabilities and attack patterns.
• Understanding of IAM and Security team organisation structures.
• Knowledge of cyber security domains including network security, endpoint protection, cloud security, identity, SIEM, zero-trust, and threat intelligence.
• Fundamental understanding of on-prem and cloud architectures (AWS, Azure, GCP).
• Familiarity with compliance frameworks including NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, and SOC 2.
• 5+ years 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.