[All remote jobs](https://jobicy.com/jobs.md)[![Semperis logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/01cb24ea-221.png)](https://jobicy.com/company/semperis.md)[Semperis](https://jobicy.com/company/semperis.md) # Director, Customer Success – West AI Summary Semperis is hiring a regional Director of Customer Success to lead customer outcomes across the Western United States. The role manages and develops Customer Success Managers, with accountability for retention, adoption, portfolio health, renewal readiness, customer advocacy, and expansion support. It requires strong cybersecurity and identity-security credibility, including the ability to discuss Active Directory, Entra ID, cyber recovery, and security outcomes with executive stakeholders. The director will establish operational cadences, coach account strategy, manage escalations, and partner closely with Sales, Renewals, Technical Delivery, Product, Support, and CS Operations. This is a strategic people-leadership position rather than an individual book-of-business role.[Apply for this job](#job-application)[View company](https://jobicy.com/company/semperis.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished13 Nov 2026Apply before13 Dec 2026Listing views32Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. At [Semperis](https://jobicy.com/company/semperis.md), 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: We are seeking a Director of Customer Success to lead execution and customer outcomes across the Western US. This is a regional people-leadership role, not an individual customer book-of-business role. You will lead and develop Customer Success Managers as applicable to the coverage model, and ensure the team consistently drives customer value, adoption, retention, and advocacy. You will translate Semperis’s Customer Success strategy into strong day-to-day regional execution: building team capability, coaching customer strategy, inspecting portfolio health and renewal readiness, and coordinating with Sales, Renewals, Technical Delivery, Product, Support, and other partners. You will bring credibility in cybersecurity and the ability to connect identity-security outcomes to customer and business value. What you will be doing: As a Director of Customer Success at Semperis, you will help customers strengthen and recover their critical identity systems by building a team that delivers proactive, measurable value throughout the customer lifecycle. You will lead through people, establish a high bar for execution, and make sure customer insights and risks translate into clear action. You will be responsible for: Regional execution and portfolio outcomes * Own the operating plan for your assigned region, translating Customer Success priorities into clear team goals, coverage expectations, and execution rhythms * Lead team performance against gross retention (GRR), renewal attainment, portfolio health, success-plan execution, customer advocacy, and qualified customer success leads (CSQLs) in partnership with Sales * Review regional customer coverage and portfolio performance; identify gaps in capacity, focus, and execution, and recommend actions to the regional VP/AVP * Maintain a reliable view of account health, renewal readiness, customer sentiment, adoption, and expansion readiness across the portfolio People leadership, coaching, and talent development * Hire, onboard, coach, and develop a high-performing team; set clear expectations and manage performance consistently * Coach CSMs to move from reactive account coverage to proactive adoption, value realization, risk mitigation, and executive engagement * Establish a regular coaching and inspection cadence, including one-to-ones, portfolio reviews, calibration, and development planning * Build team capability and succession depth through feedback, stretch assignments, knowledge sharing, and career development * Address performance gaps promptly and fairly, recognize strong performance, and foster a culture of accountability, collaboration, and continuous learning Customer value, adoption, and success planning * Inspect the quality and execution of success plans, ensuring customer business and security outcomes, use cases, milestones, owners, and value measures are clear * Coach teams to use customer telemetry, health indicators, deployment context, and product usage to identify adoption gaps and demonstrate value * Drive disciplined adoption of relevant Semperis use cases across the portfolio, including DSP posture reviews and hardening, ADFR recovery testing, DRET/Lightning detection and incident workflows, and maintaining current product versions * Ensure QBRs/EBRs and executive engagements connect technical progress, such as posture improvement and recovery readiness, to customer security and business priorities * Partner with Technical Delivery and other teams to keep deployment responsibilities distinct from ongoing adoption and value realization Renewal readiness, risk, and expansion partnership * Inspect red/yellow accounts, at-risk renewals, and expansion-ready customers; ensure owners, next steps, mitigation plans, and leadership involvement are clear and documented * Coach teams to surface risk early, coordinate save strategies, and engage Sales, Renewals, Support, Product, and Technical Delivery as appropriate * Partner with Sales and Renewals on renewal readiness, account strategy, and expansion opportunities; ensure CSQLs are grounded in validated customer needs and followed through * Support major customer escalations within the region, aligning the right internal stakeholders and maintaining clear customer communication and accountability Operating discipline and cross-functional collaboration * Establish and maintain consistent regional routines for portfolio reviews, success-plan inspection, QBR quality, renewal readiness, escalation follow-through, and team development * Use Salesforce (SFDC), TaskRay, and relevant customer-success dashboards to maintain accurate account context, health, risk, success-plan, renewal, and next-step information * Partner with CS Operations and regional leadership to improve visibility, data quality, playbooks, and repeatable customer-success practices * Represent the regional Customer Success team in relevant operating, product, and go-to-market forums; bring customer feedback and field learnings to internal partners * Collaborate effectively across Sales, Renewals, Technical Delivery, Support, Product, Security, and Marketing to improve customer outcomes and the end-to-end customer experience What you’ll bring to the table: Required experience and skills * 3+ years leading and developing high-performing Customer Success, Technical Account Management, Account Management, or related post-sale teams; experience in B2B SaaS, cybersecurity, or infrastructure software * A track record of improving team execution and customer outcomes across retention, renewal readiness, adoption, customer health, and value realization * Experience coaching teams that manage complex enterprise customers and multi-stakeholder program * Strong cybersecurity product or services experience and the credibility to engage with CISOs, CIOs, security operations leaders, IAM leaders, architects, and technical champions * Ability to explain identity-security concepts and connect customer outcomes to business value. Familiarity with Active Directory, Entra ID, identity security, incident response, and cyber-resilience concepts is highly relevant * Demonstrated skill in customer-risk identification, escalation leadership, renewal planning, and cross-functional problem solving * Strong people-leadership skills, including hiring, performance management, coaching, talent development, and building a healthy team culture * Data-informed operating skills: able to use portfolio dashboards, customer health signals, adoption measures, and CRM/CS tooling to set priorities and improve execution * Excellent written and verbal communication, executive presence, sound judgment, and ability to influence across teams in a global, distributed organization Preferred qualifications * Experience in identity security, Active Directory/Entra ID, cyber recovery, security operations, or enterprise infrastructure * Experience with Salesforce, TaskRay, or comparable CRM and Customer Success platforms * Familiarity with customer-success measures and processes such as GRR, NRR, CSQLs, success plans, QBRs/EBRs, health scoring, and renewal forecasting * Relevant cybersecurity or customer-success certifications (for example, CISSP, CISM, CCSP, or equivalent) * Prior experience in professional services, solutions engineering, technical delivery, security engineering, or incident response How success will be measured * Team GRR and renewal attainment * Improvement in portfolio health and timely intervention on at-risk accounts * Success-plan adoption, quality, and execution across the team * CSQL creation and conversion support in partnership with Sales * Customer adoption and demonstrated value realization across relevant use cases * Team productivity, coaching cadence, performance improvement, talent retention, and bench development * Quality and consistency of QBRs/EBRs, renewal readiness, customer-risk management, and operating data #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. Show more [Apply now >](https://jobicy.com/jobs/162068-director-customer-success-west.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior leadership role combining people management, enterprise customer strategy, cybersecurity domain knowledge, and ownership of retention performance. Success depends on influencing multiple internal teams while resolving complex customer risks and developing a high-performing regional organization. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$210,000US market range (per year)$180k–$240k0$264k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer base-pay range is disclosed. The annual estimate reflects a US-market Director of Customer Success role in cybersecurity with regional people leadership, enterprise portfolio accountability, and deep identity-security expertise. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Leadership](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Leadership.md)[People Management](https://jobicy.com/jobs?search_keywords=People%20Management.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Renewal Forecasting](https://jobicy.com/jobs?search_keywords=Renewal%20Forecasting.md)[Enterprise Account Management](https://jobicy.com/jobs?search_keywords=Enterprise%20Account%20Management.md)[Cybersecurity](https://jobicy.com/jobs?search_keywords=Cybersecurity.md)[Identity Security](https://jobicy.com/jobs?search_keywords=Identity%20Security.md)[Active Directory](https://jobicy.com/jobs?search_keywords=Active%20Directory.md)[Microsoft Entra ID](https://jobicy.com/jobs?search_keywords=Microsoft%20Entra%20ID.md)[Customer Health Scoring](https://jobicy.com/jobs?search_keywords=Customer%20Health%20Scoring.md)[Executive Stakeholder Management](https://jobicy.com/jobs?search_keywords=Executive%20Stakeholder%20Management.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[QBR Leadership](https://jobicy.com/jobs?search_keywords=QBR%20Leadership.md)[Escalation Management](https://jobicy.com/jobs?search_keywords=Escalation%20Management.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md) Sample interview questionsHow have you improved retention and renewal readiness across a Customer Success organization?I establish a consistent operating rhythm for health reviews, renewal checkpoints, and risk escalation. I use leading indicators such as product adoption, executive engagement, support trends, and success-plan progress to identify risk early, assign clear owners, and coordinate mitigation with Sales and Renewals. How would you coach CSMs supporting complex cybersecurity customers? I would coach CSMs to connect technical activity to the customer’s business and security outcomes. This includes creating outcome-based success plans, preparing executive conversations, using telemetry to identify adoption gaps, and building specific mitigation plans for risk or deployment blockers. What metrics would you use to assess the performance of a regional Customer Success team? I would track GRR, renewal attainment, customer health distribution, adoption progress, success-plan quality, QBR completion and quality, escalation resolution, CSQL creation, productivity, and talent-development indicators. I would review these metrics together to understand both outcomes and the operating behaviors behind them. How would you handle an executive escalation from a customer with an at-risk renewal? I would quickly establish the customer impact, desired outcome, decision makers, and immediate next steps. I would align the appropriate internal leaders across Support, Technical Delivery, Product, Sales, and Renewals, maintain transparent customer communication, and manage an action plan through resolution and renewal readiness. How do you build credibility with CISOs and identity-security leaders? I prepare by understanding their security priorities, operational risks, and business context, then communicate in outcome-oriented language. I can connect identity posture, recovery readiness, incident response, and adoption of relevant capabilities to measurable resilience, risk reduction, and executive confidence. Next step ## Apply now. 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