Enterprise Customer Success Manager (EMEA) - Cybersecurity SaaS

As an Enterprise Customer Success Manager at Semperis, you will ensure your customers' success and satisfaction with our products, supporting them throughout their lifecycle. You will collaborate closely with cross-functional teams, including Technical Delivery and Sales, to maximize opportunities for Enterprise Business customers.

Key Responsibilities:

• Design success plans for a Book of Business of strategic customers, guiding them from onboarding and implementation through upsell, cross-sell, and renewal to achieve their business objectives and operational goals.
• Achieve and report on customer health, satisfaction, retention, and growth targets.
• Act as the voice of the customer, gathering insights to provide feedback to internal teams, including Product Development, and collaborate on new developments to align the product with client needs.
• Lead training sessions to ensure the product meets user needs and is widely adopted for operational impact.
• Monitor record-keeping to enable informed, personalized customer interactions with Semperis Support, Customer Success, and Sales teams.
• Develop and execute programs for ongoing customer development, such as health checks, product upgrades, and workshops.
• Identify potential customer references and assist in developing customer case studies.
• Gain and maintain an understanding of Semperis technology, products, and services.
• Assist in developing and enhancing processes and systems for the overall Semperis Customer Success program.

Required Skills and Experience:

Technical & Cyber Security Skills:

• Hands-on product enablement experience with a security product vendor, including running product health checks, articulating outputs with expertise, configuring or tuning alert and response rules, and remediating Active Directory and Entra security posture vulnerabilities.
• Understanding of security concepts (NIST IR process, MITRE Attack framework, APTs) and workflows, Active Directory and Entra ID vulnerabilities and attack patterns, IAM and Security team organization structures.

Strong foundational knowledge of cybersecurity domains:

• Network security, endpoint protection (EDR/XDR), cloud security (CSPM/CWPP), identity (IAM/SSO/MFA), SIEM, zero-trust, threat intelligence.
• 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).

Customer-facing & Soft Skills:

• 5+ years’ experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company.
• Executive presence and communication to 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 for customer onboarding, health checks, maturity roadmaps, and expansion opportunities.
• Conflict resolution and expectation management during incidents or escalations.
• Consultative selling and value realization to identify use cases for expansion, upsell, cross-sell modules, or multi-year renewals.

Business & Strategic Skills:

• Renewal and expansion forecasting, understanding ARR, NRR, and 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 to differentiate your product from the competition.

Preferences:

• Experience with SFDC and Active Directory.
• Fluent English language skills are required.
• German language proficiency would be a strong advantage.