Enterprise Customer Success Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Create success strategies for a portfolio of strategic clients throughout their lifecycle.

• Assist clients during onboarding, implementation, upselling, cross-selling, and renewal processes.

• Meet and report on customer health, satisfaction, retention, and growth objectives.

• Serve as the customer advocate by providing insights and feedback to internal teams, such as Product Development.

• Collaborate on new initiatives to ensure product alignment with client requirements.

• Conduct training sessions and encourage comprehensive and effective use of the product.

• Oversee record-keeping and ensure pertinent customer information is documented.

• Design and implement ongoing customer development initiatives, including health assessments, product enhancements, and workshops.

• Identify potential customer references and support the creation of customer case studies.

• Stay informed about Semperis technology, products, and services.

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

• Work alongside Technical Delivery and Sales teams to maximize opportunities for enterprise customers and Semperis.

⛳️ Requirements

• Practical product enablement experience with a security product vendor.

• Proven experience in conducting product health assessments and articulating their results.

• Background in configuring or fine-tuning alert and response rules.

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

• Knowledge of the NIST incident response process, MITRE ATT&CK framework, APTs, Active Directory and Entra ID vulnerabilities and attack patterns, as well as IAM/security team structures.

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

• Basic understanding of on-premises and cloud infrastructures, including AWS, Azure, and GCP.

• Familiarity with compliance frameworks 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 similar customer-facing position within a cybersecurity SaaS organization.

• 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.

• Project/program management experience related to customer onboarding, health assessments, maturity roadmaps, and expansion opportunities.

• Skills in conflict resolution and expectation management during incidents or escalations.

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

• Understanding of ARR, NRR, consumption metrics, and renewal/expansion forecasting.

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

• Skill in risk identification and mitigation planning.

• Knowledge of competitive intelligence and product differentiation.

• Experience with SFDC and Active Directory is preferred.

• Proficiency in both German and English is required.

🏝️ Benefits

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

• Support for a healthy work-life balance.

• Flexibility of a remote work arrangement.

• Opportunity to work in a global team environment.

• Commitment to equal opportunity employment.

• Reasonable accommodations available for applicants with disabilities.