Customer Success Manager
Addison, Texas, USAAll locationsAddison, Texas, USADallas, TXAustin, Texas, United StatesHoboken, New Jersey, USA Hybrid
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About the role
Semperis is looking for a passionate and results-driven Customer Success Manager to join our Americas team. As a Customer Success Manager at Semperis, you will ensure your customers' success and satisfaction with our products and support them every step of the way. You will be an essential member of our Customer Success team, collaborating closely with cross-functional teams including Technical Delivery and Sales teams to maximize opportunities for our SMB customers and Semperis. You will be empowered to achieve and report on customer health, satisfaction, retention, and growth targets.
What you'll bring
- 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 organization structures
- 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)
- 3+ 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: Be 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)