Overview

At Semperis, our mission is to be a Force for Good. We believe that when people feel valued, supported, and empowered, they do their best work. 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.

Semperis is looking for a Customer Success Team Lead, EMEA.

What You Will Be Doing

As a Customer Success Team Lead at Semperis, you will be an essential member of our Customer Success team, collaborating to deliver an amazing experience in the latest security and identity products to our customers. You will be responsible for hiring, performance managing, and empowering a team of Customer Success Managers in the EMEA region, responsible for the end-to-end customer experience. As a member of CS management, you will also help define and lead CSM programs to drive product adoption, customer retention, and advocacy while also managing select accounts within your own book of business.

Under your guidance, critical objectives your CSM team will be expected to achieve with customers include: building trusted, strategic relationships with key stakeholders, promoting best practice platform adoption, helping them achieve their business goals as trusted advisor, and realizing maximum value from their partnership with Semperis.

You will be able to position your team to earn the highest level of respect and advocacy from customers by developing a deep understanding of their environment, needs, and issues, proactively driving mutual success plans, and always acting with transparency and integrity. You will be able to achieve the same for customers assigned to you within your own book of business.

Core Responsibilities

• Manage a team of Customer Success Managers throughout EMEA with an emphasis on providing an exemplary customer experience and meeting and surpassing customer health, satisfaction, retention, and growth targets.
• Lead, train and scale your CSMs by identifying and hiring top talent, onboarding new team members, and ensuring their ongoing development and satisfaction.
• Measure and track CSM KPIs, and provide guidance and performance feedback to attain targets around customer adoption, retention, satisfaction, advocacy, and expansion.
• Coordinate with other functions to ensure the team can speak effectively with customers on the latest product features, releases, and use cases.
• Optimize CS initiatives and help CSMs understand customer objectives and use cases.
• Assist your team in managing customer escalations to mitigate health concerns and churn risk.
• Work with Sales and Partner teams on account plans that drive retention (GRR), advocacy, and opportunities for growth (NRR). Collaborate with Delivery teams for client deployments and product rollouts.
• Share clear, prioritized customer product feedback with Product and Engineering teams to help prioritize resources.
• Ensure quality and consistent execution of CSM engagement activities such as product training, strategic roadmap reviews, and QBRs.
• Maintain an understanding of Enterprise AD, identity, Infosec, access management and Semperis products.
• Define or refine programs, processes, and playbooks to achieve ongoing CSM and customer experience improvements, including health checks, mutual success plans, product upgrades, and best practice workshops.
• Interface and advocate for customers between your CSM team and Semperis internal teams such as Product, Development, Research, and Engineering.

What You Will Bring To The Table

• 3+ years of experience building and managing high-performing Customer Success teams in a high-growth enterprise technology environment serving customers from SMB to Global 1000.
• 3+ years of experience as a strategic CSM in the IT or cybersecurity industry (identity preferred), responsible for your own book of business and achieving retention, advocacy, and satisfaction targets.
• Experience in building and executing comprehensive success plans and business reviews for complex customers, including onsite settings.
• Proven track record of preventing and managing customer risk and churn to meet retention targets within your own and your team’s book of business.
• Experience enabling CSMs to generate qualified leads for Sales to meet expansion targets.
• Experience with implementing CS processes, engagement models, scaling a CSM team, owning the customer lifecycle, and implementing CS KPIs and standards.
• Preferred: hands-on experience with Active Directory in a large organization.

Why Join Semperis?

You’ll be part of a global team on the front lines of cybersecurity innovation. At Semperis, we celebrate curiosity, integrity, and people who take initiative. If you’re someone who sees the glass as half full, embraces challenges as growth opportunities, and values a healthy work-life balance—we’d love to meet you.

Semperis maintains office locations in several cities across the globe. Candidates who reside within 45 miles of one of our offices or where the job description specifies a required location will follow our hybrid work model, including three onsite days per week and remote days otherwise.

Semperis is an equal opportunity employer and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, disability, veteran or military status, genetic information, citizenship, marital status, or any other legally protected basis under federal, state, or local law. Applicants with disabilities may be entitled to reasonable accommodations. Please inform Semperis representative Anna Taylor, Director of Global Recruiting, if you need assistance completing this application or to participate in the application process.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Computer and Network Security