Customer Success Manager, Scale

Responsibilities

• You will be responsible for:
• Customer Lifecycle & Programs
• 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.
• Customer Health, Retention, and Growth
• 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.
• Cybersecurity Guidance & Product Adoption
• 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.
• Voice of the Customer & Internal Collaboration
• 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.
• Advocacy & Community
• 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.).
• What you'll bring to the table:
• 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 p

Benefits

Additional Information

At Semperis, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they do their best work. That's why we focus on creating an employee experience rooted in purpose, growth, and balance. Semperis has been recognized as one of America's Fastest-Growing Cybersecurity Companies by the Inc. 5000, a DUNS 100 Top Startup to Work For, and a multi-year Inc. Best Workplace awardee.

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