Enterprise Customer Success Manager

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

📋 Description

• Ensure the success and satisfaction of enterprise customers using Semperis products.

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

• Craft success plans for a portfolio of strategic customers during onboarding, implementation, upsell, cross-sell, and renewal phases.

• Achieve and report on metrics related to customer health, satisfaction, retention, and growth.

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

• Facilitate training sessions to enhance product adoption and operational effectiveness.

• Oversee customer record-keeping and ensure the capture of relevant information.

• Develop and implement ongoing customer development initiatives, including health checks, product upgrades, and workshops.

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

• Maintain up-to-date knowledge of Semperis technology, products, and services.

• Improve processes and systems for the overall Customer Success program.

⛳️ Requirements

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

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

• Experience conducting product health checks and communicating their outcomes.

• Familiarity with configuring or tuning alert and response rules.

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

• Understanding of the NIST IR process, MITRE ATT&CK framework, APTs, and security workflows.

• Knowledge of Active Directory and Entra ID vulnerabilities and attack patterns.

• Awareness of IAM and Security team organizational structures.

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

• Basic knowledge of on-premises and cloud architectures, 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 a similar customer-facing role within a Cybersecurity SaaS company.

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

• Capability to translate telemetry, risk scores, and attack surface metrics into business narratives.

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

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

• Experience in consultative selling and value realization.

• Familiarity with renewal and expansion forecasting, ARR, NRR, and consumption metrics.

• Competence in developing and executing Customer Success Plans and Joint Success Plans.

• Ability to identify risks and create mitigation plans.

• Knowledge of competitive intelligence.

• Experience with SFDC and Active Directory is preferred.

🏝️ Benefits

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

• Flexible remote work options.

• Global team culture.

• Opportunities for professional growth.

• Support for a healthy work-life balance.