Enterprise Customer Success Manager

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

📋 Description

• Create success plans tailored for a portfolio of strategic clients throughout their entire lifecycle.

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

• Meet and report on targets related to customer health, satisfaction, retention, and growth.

• Serve as the customer advocate, providing valuable insights to Product Development and other internal teams.

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

• Oversee record-keeping to ensure the capture of pertinent customer information.

• Design and implement ongoing customer development initiatives, which include health assessments, product updates, and workshops.

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

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

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

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

⛳️ Requirements

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

• Proven track record in conducting product health assessments and conveying their results.

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

• Background in addressing vulnerabilities related to Active Directory and Entra security postures.

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

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

• Knowledge of compliance frameworks such as NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, and SOC 2.

• More than 5 years of experience as a Customer Success Manager, technical account manager, or similar customer-facing role within a Cybersecurity SaaS solutions company.

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

• Ability to transform telemetry, risk scores, and attack surface metrics into compelling business narratives.

• Experience in project/program management 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 upselling, cross-selling, and multi-year renewals.

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

• Proficient in developing and executing Customer Success Plans / Joint Success Plans.

• Competence in risk identification and mitigation planning.

• Skills in competitive intelligence.

• Experience with SFDC and Active Directory is preferred.

• Fluency in the English language is required.

• Proficiency in German is a significant advantage.

🏝️ Benefits

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

• Flexible remote work arrangement.

• Collaborative global team environment.

• Support for a healthy work-life balance.

• Reasonable accommodations available for applicants with disabilities.