Enterprise Customer Success Manager

This is a fully remote position, open to applicants in France, +1 more country.

📋 Description

• Create success plans tailored for a portfolio of strategic customer accounts throughout their lifecycle.

• Guide customers during onboarding, implementation, upselling, cross-selling, and renewal phases to meet business and operational goals.

• Provide reports on customer health, satisfaction, retention, and growth objectives.

• Represent the voice of the customer and relay product feedback to internal teams.

• Collaborate on product enhancements to fulfill client requirements.

• Facilitate training sessions and encourage widespread, impactful product adoption.

• Oversee record-keeping to enable informed and personalized customer interactions.

• Develop and implement customer growth initiatives such as health assessments, product upgrades, and workshops.

• Identify potential customer references and assist in creating customer case studies.

• Maintain a comprehensive understanding of Semperis technology, products, and services.

• Support the development and improvement of processes and systems for the overall Customer Success program.

• Collaborate with Technical Delivery, Sales, Product Development, Support, and Customer Success teams.

⛳️ Requirements

• Proficiency in English, Italian, and French is mandatory.

• Practical experience in product enablement with a security product vendor.

• Experience in conducting product health assessments and communicating their results.

• Skilled in configuring or fine-tuning alert and response protocols.

• Experience in addressing Active Directory and Entra security posture vulnerabilities.

• Familiarity with the NIST IR process, MITRE ATT&CK framework, APTs, Active Directory, Entra ID vulnerabilities and attack patterns, as well as IAM and Security team structures.

• Foundational understanding of network security, endpoint protection (EDR/XDR), cloud security (CSPM/CWPP), identity management (IAM/SSO/MFA), SIEM, zero trust, and threat intelligence.

• Knowledge of both on-premises and cloud architectures, including AWS, Azure, and GCP.

• Acquainted with compliance standards such as NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, and SOC 2.

• Over 5 years of experience in a Customer Success Manager, technical account manager, or a similar customer-facing role within a cybersecurity SaaS solutions company.

• Capability to articulate complex threats or product value to CISOs, CIOs, architects, and analysts.

• Proficient in translating telemetry, risk scores, and attack surface metrics into business narratives.

• Experience in project/program management related to customer onboarding, health assessments, maturity roadmaps, and expansion opportunities.

• Competence in conflict resolution and managing expectations during incidents or escalations.

• Expertise in consultative selling and value realization, including expansion, upselling, cross-selling, and multi-year renewals.

• Understanding of ARR, NRR, consumption metrics, and forecasting for renewals and expansions.

• Ability to create and implement Customer Success Plans / Joint Success Plans with account owners.

• Experience in risk identification and mitigation planning.

• Knowledge of competitive intelligence regarding product differentiation.

• Familiarity with SFDC and Active Directory is preferred.

🏝️ Benefits

• Employee experience focused on purpose, growth, and balance.

• Collaborative global team environment.

• Healthy work-life balance.

• Hybrid work model for positions with a required location, allowing up to three days a week onsite and the remainder remote.

• Equal opportunity employer.

• Reasonable accommodations for applicants with disabilities.