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Enterprise Customer Success Manager
Contract type
Ongoing
Work mode
Hybrid
Experience
Senior · 5+ years
Job description
Enterprise Customer Success Manager on Semperis' EMEA team, responsible for ensuring strategic enterprise customers' success and satisfaction with the company's cybersecurity products throughout their lifecycle.
At a glance
- Work mode
- Hybrid
- Languages
- German – fluent, English – fluent
What you'll do
- Design a success plan for a Book of Business of strategic customers throughout their lifecycle, from onboarding and implementation through upsell, cross-sell, and renewal
- 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 Product Development, and collaborate on new developments to ensure the product suits client needs
- Lead training sessions to ensure the product meets user needs and is used widely enough to have concrete impact on customers' operations
- Monitor record-keeping to ensure relevant customer information is captured to enable informed, personalised customer interactions with Semperis Support, Customer Success, Sales, etc.
- Develop and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.)
- Identify potential customer references and assist with development of customer case studies
- Gain and maintain an understanding of Semperis technology, products, and services
- Assist with development and enhancement of processes and systems for the overall Semperis CS program
What we're looking for
- 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: in tune with customer onboarding, health checks, maturity roadmaps, and expansion opportunities
- Conflict resolution & expectation management during incidents or escalations
- Consultative selling & value realization: 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
- Fluent German and English language skills are required
Nice to have
- Experience with SFDC and Active Directory
Your team
Customer Success
EMEA Customer Success team, collaborating closely with Technical Delivery and Sales teams
Apply
About Semperis
A Force for Good
Semperis is a cybersecurity company recognized as one of America's Fastest-Growing Cybersecurity Companies by the Inc. 5000, a DUNS 100 Top Startup to Work For, and a multi-year Inc. Best Workplace awardee.
Mission
To be a Force for Good. Starting with being a great place to work.
Key facts
- Cybersecurity
- Recognized as one of America's Fastest-Growing Cybersecurity Companies by the Inc. 5000
- DUNS 100 Top Startup to Work For
- Multi-year Inc. Best Workplace awardee
- Maintains office locations in several cities across the globe
What they value
- Curiosity
- Integrity
- Healthy balance between work and life