Customer Success Manager

Semperis

. Design success plans for approximately 50 Strategic customers throughout their lifecycle, from onboarding and implementation through upselling, cross-sell, and renewal .

Posted 10/6/2026full-timeUnited StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success Management within the Cybersecurity domain, focusing on customer health, retention, and growth through effective product enablement and strategic planning. Proficient in articulating complex security concepts and metrics to stakeholders while ensuring compliance with industry standards.

Highest-signal resume keywords

Customer Success ManagementProduct Enablement ExperienceActive Directory Security RemediationNIST IR Process UnderstandingProject Management Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product Health ChecksSecurity Posture Vulnerability RemediationRisk Identification and MitigationConsultative SellingCustomer Success Plans Development

Soft Skills

Conflict ResolutionExpectation ManagementCommunication Skills

Tools & Technologies

SFDCActive DirectoryAWSAzureGCP

Certifications & Qualifications

NIST CSFCISISO 27001PCI-DSSHIPAAGDPRSOC 2

Industry Keywords

CybersecuritySaaSIAMZero-TrustThreat Intelligence

Tech Stack

Tools & technologies

AWSAzureCloudCyber SecurityGoogle Cloud PlatformSFDC

About the role

Key responsibilities & impact

Design success plans for approximately 50 Strategic customers throughout their lifecycle, from onboarding and implementation through upselling, 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 Product Development and other internal teams
Lead training sessions to support product adoption and customer operational impact
Monitor record-keeping so relevant customer information supports informed, personalized interactions across Support, Customer Success, and Sales
Develop and execute ongoing customer development programs, including health checks, product upgrades, and workshops
Identify potential customer references and assist with customer case studies
Maintain understanding of Semperis technology, products, and services
Help develop and enhance processes and systems for the overall Customer Success program
Collaborate with Technical Delivery and Sales teams to maximize opportunities for Strategic Commercial Business customers

Requirements

What you’ll need

Hands-on product enablement experience with a security product vendor
Experience running product health checks and articulating their output
Experience configuring or tuning alert and response rules
Experience remediating Active Directory and Entra security posture vulnerabilities
Understanding of NIST IR process, MITRE ATT&CK framework, APTs, Active Directory and Entra ID vulnerabilities and attack patterns, IAM, and Security team organization structures
Foundational 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 on-premises and cloud architectures, including AWS, Azure, and GCP
Familiarity with NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, and SOC 2 compliance frameworks
3+ 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
Ability to turn telemetry, risk scores, and attack surface metrics into business narratives
Project/program management experience with customer onboarding, health checks, maturity roadmaps, and expansion opportunities
Conflict resolution and expectation management during incidents or escalations
Consultative selling and value realization skills
Understanding of ARR, NRR, consumption metrics, renewal, and expansion forecasting
Ability to build and execute Customer Success Plans / Joint Success Plans with account owners
Risk identification and mitigation planning
Competitive intelligence knowledge
Experience with SFDC and Active Directory preferred

Benefits

Comp & perks

Employee experience focused on purpose, growth, and balance
Hybrid work model: up to three days per week in the office and the remaining days remotely
Equal employment opportunity
Reasonable accommodations for applicants with disabilities