Enterprise Customer Success Manager

• Design success plans for a book of business of strategic customers throughout their lifecycle
• 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 insights and feedback to internal teams, including Product Development
• Collaborate on new developments to align products with client needs
• Lead training sessions and promote broad, effective product usage
• Monitor record-keeping and ensure relevant customer information is captured
• 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 knowledge 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 enterprise customers and Semperis

• 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 incident response process, MITRE ATT&CK framework, APTs, Active Directory and Entra ID vulnerabilities and attack patterns, and IAM/security team 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
• 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
• 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 experience, including expansion, upsell, cross-sell, or multi-year renewals
• Understanding of ARR, NRR, consumption metrics, and renewal/expansion forecasting
• Ability to build and execute Customer Success Plans / Joint Success Plans with account owners
• Risk identification and mitigation planning
• Competitive intelligence and knowledge of product differentiation
• Experience with SFDC and Active Directory preferred
• Fluent German and English language skills required

• Employee experience focused on purpose, growth, and balance
• Healthy work-life balance
• Remote work arrangement
• Global team environment
• Equal opportunity employment
• Reasonable accommodation for applicants with disabilities