Customer Success Manager

Role Overview

• Execute and maintain Success plans for your portfolio of strategic and scale customers throughout their lifecycle (onboarding, adoption, optimization, expansion, renewal).
• Implement and run one-to-many engagement programs: Onboarding cohorts and digital onboarding journeys, Product enablement webinars and office hours, Proactive health checks and optimization clinics, Campaigns for new features, product upgrades, and best practices.
• Ensure customers reach their business objectives and operational cybersecurity goals, especially around identity security and AD/Entra protection.
• Own and report on customer health, satisfaction, retention, and growth targets for your pooled book of business.
• Use usage data, risk scores, and alerts to identify low adoption, technical risk, or churn signals and drive mitigation plans at scale.
• Partner with Account Executives to identify and execute expansion, upsell, cross-sell, and multi-year renewal opportunities based on realized value and new use cases.
• Conduct product health checks and present findings with clear, actionable recommendations to improve security posture (Active Directory, Entra ID, and related identity infrastructure).
• Lead training and enablement sessions, and record training videos to (1: many and 1: few) to ensure the product meets user needs and is broadly adopted.
• Help customers configure or tune alerts, response rules, and notifications to align with their security workflows and risk tolerance.
• Act as the voice of the customer by gathering insights and feedback from your portfolio to inform Product, Engineering, and GTM teams.
• Collaborate with Product Management on new developments, ensuring features and improvements align with customer needs and scale motion requirements.
• Maintain precise and consistent recordkeeping within SFDC and CS tools to enable Support, Sales, and Customer Success teams to provide personalized interactions at scale.
• Contribute to the development and enhancement of CS processes, playbooks, and systems, with a focus on digital and scale success.
• Identify customer champions, references, case study opportunities, and participants for community or advisory programs.
• Partner with Marketing and CS leadership to develop content and programs tailored to the SMB / scale segment (guides, templates, webinars, etc.).

Requirements

• 2+ years’ experience as a Customer Success Manager, Technical Account Manager, or related customer-facing role in a Cybersecurity SaaS solutions company.
• Aptitude and drive to develop and maintain an essential understanding of Semperis solutions and related Microsoft technologies including Active Directory and Entra
• 2+ years of experience working with C-level Executives that includes meetings, high-level presentations, and collaborative discussions
• Ability to understand and explain technical cybersecurity data
• Excellent communication and project management skills
• Proactive; ability to build and maintain strong relationships with customers, anticipate customer needs, and have solutions ready when they are
• Intellectually curious; driven to expand the cybersecurity domain and professional expertise
• Responsive and adaptive to changing situations
• Turn telemetry, health scores, security findings, and attack surface metrics into compelling business narratives that justify investment and drive adoption.
• Project and program management across a large portfolio.
• Comfortable orchestrating onboarding, adoption, maturity roadmaps, and expansion plays for many customers simultaneously.
• Conflict resolution and expectation management during security incidents, escalations, or complex troubleshooting, with clear communication and next steps.
• Consultative selling & value realization mindset.

Tech Stack

• Cyber Security
• SFDC

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development