Enterprise Customer Success Manager

🔥 1 minute ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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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

• Ensure enterprise customers' success and satisfaction with Semperis products • Collaborate with Technical Delivery, Sales, Product Development, Support, and Customer Success teams • Design success plans for a portfolio of strategic customers throughout 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 product feedback to internal teams • Lead training sessions to drive product adoption and operational impact • Monitor customer record-keeping and ensure relevant information is captured • Develop and execute ongoing customer development programs, including health checks, product upgrades, and workshops • Identify customer references and assist with customer case studies • Maintain knowledge of Semperis technology, products, and services • Develop and enhance processes and systems for the overall Customer Success program

🎯 Requirements

• Fluency in English, Italian, and French is required • 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, and security workflows • Understanding of Active Directory and Entra ID vulnerabilities and attack patterns • Understanding of 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 • 5+ years of 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 involving onboarding, health checks, maturity roadmaps, and expansion opportunities • Conflict resolution and expectation management during incidents or escalations • Consultative selling and value realization experience • Understanding of renewal and expansion forecasting, ARR, NRR, and consumption metrics • Ability to build and execute Customer Success Plans / Joint Success Plans • Risk identification and mitigation planning • Competitive intelligence knowledge • Experience with SFDC and Active Directory preferred

🏖️ Benefits

• Employee experience focused on purpose, growth, and balance • Flexible remote work arrangement • Global team environment • Professional growth opportunities • Healthy work-life balance

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