About this role.
Semperis is hiring an Enterprise Customer Success Manager to manage strategic cybersecurity customers across the lifecycle, from onboarding and implementation through renewal and expansion. The role combines executive relationship management, customer-health ownership, technical enablement, and cross-functional collaboration with Sales, Technical Delivery, Support, and Product teams. Candidates need deep familiarity with identity and cybersecurity concepts, particularly Active Directory, Entra ID, cloud security, security frameworks, and threat workflows. Success depends on translating technical telemetry and risk data into business value for senior stakeholders while proactively mitigating adoption and renewal risks. The position is based in England or Dublin, Ireland, under a hybrid work model where a required location applies.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would begin with a stakeholder and outcomes workshop to document the customer's risk priorities, environment, maturity level, success measures, and ownership model. I would then build a joint success plan with implementation milestones, adoption targets, health-check cadence, executive review dates, and measurable security outcomes such as reduced identity exposure or improved remediation time.
I connect the finding to business risk, likely attack paths, operational impact, and the recommended decision rather than leading with product features. For example, I would translate an identity posture issue into exposure to privilege escalation, the affected assets or users, remediation priority, and the measurable risk reduction available through action.
Key indicators include declining platform usage, unresolved high-severity issues, weak executive engagement, missed implementation milestones, poor support sentiment, changes in the customer's security strategy, and competitive evaluation activity. I would validate these signals through stakeholder conversations, create a documented mitigation plan, and align Sales and technical teams around accountable next steps.
I would first confirm that the customer is achieving value from their current deployment and understand any remaining operational or risk gaps. If an additional module, use case, or broader deployment directly supports their agreed objectives, I would present it as a documented value hypothesis with success criteria, then involve the account owner to evaluate it collaboratively.
I would establish a clear incident cadence, confirm roles and communication channels, accurately summarize customer impact and current actions, and coordinate the appropriate internal technical owners. I would maintain transparent expectation setting, provide executive-ready updates, track commitments through resolution, and lead a post-incident review focused on prevention and restored confidence.
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 passionate and results-driven Enterprise Customer Success Manager to join our EMEA team.
What you will be doing:
As an Enterprise Customer Success Manager at Semperis, you will ensure your customers’ success and satisfaction with our products and support them every step of the way. You will be an essential member of our Customer Success team, collaborating closely with cross-functional teams including Technical Delivery and Sales teams to maximise opportunities for our Enterprise Business customers and Semperis.
Our Customer Success Managers are strategic and empathetic communicators who can convey complex concepts in a clear and concise manner. Our CSM will build and nurture long-lasting relationships across multiple client accounts. Our CSM’s strengths include the ability to identify gaps in the product and internal operations and build effective and scalable solutions to address them. Our CSM will also onboard new customers, ensuring a smooth and successful implementation of our solutions.
You will be responsible for:
Designing success plans for a Book of Business of strategic customers throughout their lifecycle. From onboarding and implementation through upsell, cross-sell, and renewal, you will guide your customer down the path of success every step of the way to reach their business objectives and operational goals
You will be empowered to achieve and report on customer health, satisfaction, retention, and growth targets
Act as the voice of the customer, gather insights to provide feedback to internal teams including our Product Development team. Collaborate on new developments to ensure the product suits our client’s needs
Leading training sessions to ensure that the product is meeting user needs and is being used widely enough to have concrete impact on our customers’ operations
Monitoring record-keeping to ensure that relevant customer information is captured to enable informed, personalised customer interactions with Semperis Support, Customer Success (CS), Sales, etc
Developing and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.)
Identifying potential customer references and assist with development of customer case studies
Gaining and maintain an understanding of Semperis technology, products, and services
In addition to managing an assigned customer segment, assist with development and enhancement of processes and systems for the overall Semperis CS program
What you will bring to the table:
Technical & Cyber Security Skills
Hands-on product enablement experience with a security product vendor, including running product health checks, articulating the output with expertise, configuring or tuning alert and response rules, remediating Active Directory and Entra security posture vulnerabilities
Understanding of security concepts (NIST IR process, MITRE Attack framework, APTs, etc.) and workflows, Active Directory and Entra ID vulnerabilities and attack patterns, IAM and Security team organisation structures
Strong foundational knowledge of cyber security domains:
Network security, endpoint protection (EDR/XDR), cloud security (CSPM/CWPP), identity (IAM/SSO/MFA), SIEM, zero-trust, threat intelligence, etc
Fundamental understanding of modern architectures: on-prem and cloud (AWS, Azure, GCP)
Familiarity with compliance frameworks (NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, SOC 2)
Customer-facing & Soft Skills –
5+ years’ experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company
Executive presence & communication: can explain complex threats or product value to CISOs, CIOs, architects, and analysts in their language
Storytelling with data: Turn telemetry, risk scores, and attack surface metrics into compelling business narratives
Project/program management: Be in tune with customer onboarding, health checks, maturity roadmaps, and expansion opportunities
Conflict resolution & expectation management during incidents or escalations
Consultative selling & value realisation: Identify use cases that justify expansion, upsell & cross-sell modules, or multi-year renewals
Business & Strategic Skills –
Renewal & expansion forecasting (understand ARR, NRR, consumption metrics)
Ability to build and Execute Customer Success Plans / Joint Success Plans with Account owners (sales reps)
Risk identification (technical debt, low adoption, competing solutions) and mitigation planning (QBRs, escalation paths)
Competitive intelligence: Know how your product differentiates from the competition
Preferences:
Experience with SFDC and Active Directory
Fluent English language skills are required
German language proficiency would be a strong advantage
#LI-LP1
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. Where the job description specifies a required location, candidates will follow our hybrid work model. This includes working up to 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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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