Customer Success Manager, Eastern - Semperis

Semperis focuses on creating an employee experience that is aligned with our vision—being a Force for Good— starting with being a good workplace. Semperis is recognized as one of America’s Fastest-Growing Cybersecurity Companies on the Inc. 5000 List, a DUNS 100 top Start Up to work for and Inc. Best Workplace for multiple years.  With teams around the world, you’ll be working alongside top global talent in Cybersecurity and Identity Access Management. 

If you are a purpose-driven person who always sees the glass as half full, seizes opportunities, and has an urge to learn and develop your skills—we’d love to meet you. 

**Eastern Time Zone Required. Please note all requirements*

What we are looking for:

Semperis is looking for a passionate and results-driven Customer Success Manager, USA based in the Eastern Time Zone to join our team.
 
What you will be doing:

As a 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 maximize opportunities for our Small and Medium Size 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:

• Design a success plan for a Book of Business of strategic and SCALE 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.

• Lead 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.

• Monitor recordkeeping to ensure that relevant customer information is captured to enable informed, personalized customer interactions with Semperis Support, Customer Success (CS), Sales, etc. 

• Develop and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.) 

• Identify potential customer references and assist with development of customer case studies 

• Gain 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:

• 3+ 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

• 3+ 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 project management skills 

• Proactive; ability to build and maintain strong relationships with customers, anticipate customer needs and have solutions ready when they are

• Intellectually curious; driven to expand the cybersecurity domain and professional expertise

• Responsive and adaptive to changing situations

• Genuine desire to work with customers.

Preferences:

• Experience with SFDC, and Active Directory

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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.