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.

What we are looking for:

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.

Among the core responsibilities of this role:

• Manage a team of Customer Success Managers throughout EMEA with an emphasis on helping them provide an exemplary customer experience and meet and surpass customer health, satisfaction, retention, and growth targets.

• Lead, train and scale your CSMs –responsible for identifying and hiring top CSM talent internally and externally, onboarding new team members, and ensuring their ongoing development and satisfaction

• Measure and track CSM KPI’s, and provide guidance and performance feedback to attain targets around customer adoption, retention, satisfaction, advocacy, and expansion

• Responsible for your team’s technical development, and for coordinating with other functions to ensure they 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

• Effectively assist your team in managing customer escalations to mitigate customer health concerns and risk of churn

• Work alongside Sales and Partner teams on effective account plans that drive retention (GRR), advocacy (references, white papers, speaking engagements) and opportunities for growth (NRR). Work cross functionally with Delivery teams to drive client deployments and product roll outs

• Share clear, prioritized customer product feedback with the Semperis Product and Engineering teams, enabling these teams to best prioritize where they apply resources

• Ensure quality and consistent execution of CSM customer engagement activities such as product best practice training, strategic roadmap reviews, and QBR’s

• Maintain an understanding of Enterprise AD, identity, Infosec, access management and Semperis products

• Help define or refine and execute programs, processes, and playbooks to achieve ongoing CSM and customer experience improvements, including health checks, mutual success plans, product upgrades, best practice workshops, and QBRs

• Act as the interface and customer advocate between your CSM team and Semperis internal teams such as Product, Development, Research, and Engineering.

What you will bring to the table:

• 3+ years experience in building and managing high performing Customer Success teams in a high growth enterprise technology environment for customers that range from SMB to Global 1000 corporations.

• 3+ years of additional experience as a strategic CSM in the IT or cybersecurity industry (identity preferred), responsible for your own book of business and achieving optimal rates of gross retention, net retention, and customer advocacy and satisfaction.

• Experience in building and executing comprehensive success plans and business reviews for complex customers, including in onsite settings.

• Track record of preventing and managing customer risk and churn to meet gross retention targets within your own and your team's collective book of business.

• Track record of enabling CSM's to successfully generate qualified leads for Sales that help the company meet or exceed its expansion targets.

• Experience with implementing Customer Success process improvements, engagement models, scaling a CSM team, owing the customer lifecycle, and implementing CS KPI's and standards.

• Preferred: hands-on experience with Active Directory (implementation, support) 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 balance between work and life—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. This includes working onsite three days per week and remotely the remaining days.

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, physical or mental disability, veteran or military status, genetic information, citizenship, marital status, or any other legally recognized protected basis under federal, state, or local law. The information collected by the Semperis application is solely to determine suitability for employment, verify identity, and maintain employment statistics.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and/or other applicable state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Semperis. Please inform Semperis representative Anna Taylor, Director of Global Recruiting, if you need assistance completing this application or to otherwise participate in the application process.