Enterprise Customer Success Manager

🔥 29 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Semperis

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

📦 Logistics

🔒 Cybersecurity

Healthcare • Logistics • Cybersecurity

Semperis is a cybersecurity company specializing in Active Directory (AD) protection and identity-first security solutions. They offer a comprehensive suite of products designed to prevent, detect, respond to, and recover from cyberattacks targeting Active Directory environments, both on-premises and in the cloud. Their services include threat detection, disaster recovery, and identity risk management, leveraging deep Microsoft MVP expertise. Semperis is known for its innovative tools like Purple Knight and Hybrid Identity Protection (HIP) Conference, catering to critical sectors such as financial services, healthcare, and the public sector. The company emphasizes reducing downtime and provides 24/7 incident response support to enhance operational resilience against identity-based attacks.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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