We are seeking a SCALE SMB Customer Success Manager to work with our Small to Medium-Sized Business Commercial, SLED, and Federal customers. You will help scale our success programs for our growing segment of Scale SMB customers. You will play a key role in building and managing our scale and digital customer success programs for our growing SMB customers across the Eastern Time Zone delivering an exceptional customer journey.

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 cyber-security experience, 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:

Customer Lifecycle & Programs

• Execute and maintain Success plans for your portfolio of strategic and scale customers throughout their lifecycle (onboarding, adoption, optimization, expansion, renewal).

• Implement and run one-to-many engagement programs:

• Onboarding cohorts and digital onboarding journeys

• Product enablement webinars and office hours

• Proactive health checks and optimization clinics

• Campaigns for new features, product upgrades, and best practices

• Ensure customers reach their business objectives and operational cybersecurity goals, especially around identity security and AD/Entra protection.

Customer Health, Retention, and Growth

• Own and report on customer health, satisfaction, retention, and growth targets for your pooled book of business.

• Use usage data, risk scores, and alerts to identify low adoption, technical risk, or churn signals and drive mitigation plans at scale.

• Partner with Account Executives to identify and execute expansion, upsell, cross-sell, and multi-year renewal opportunities based on realized value and new use cases.

Cybersecurity Guidance & Product Adoption

• Conduct product health checks and present findings with clear, actionable recommendations to improve security posture (Active Directory, Entra ID, and related identity infrastructure).

• Lead training and enablement sessions, and record training videos to (1: many and 1: few) to ensure the product meets user needs and is broadly adopted.

• Help customers configure or tune alerts, response rules, and notifications to align with their security workflows and risk tolerance.

Voice of the Customer & Internal Collaboration

• Act as the voice of the customer by gathering insights and feedback from your portfolio to inform Product, Engineering, and GTM teams.

• Collaborate with Product Management on new developments, ensuring features and improvements align with customer needs and scale motion requirements.

• Maintain precise and consistent recordkeeping within SFDC and CS tools to enable Support, Sales, and Customer Success teams to provide personalized interactions at scale.

• Contribute to the development and enhancement of CS processes, playbooks, and systems, with a focus on digital and scale success.

Advocacy & Community

• Identify customer champions, references, case study opportunities, and participants for community or advisory programs.

• Partner with Marketing and CS leadership to develop content and programs tailored to the SMB / scale segment (guides, templates, webinars, etc.).

What you'll bring to the table:

• 2+ 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

• 2+ 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

• Turn telemetry, health scores, security findings, and attack surface metrics into compelling business narratives that justify investment and drive adoption.

• Project and program management across a large portfolio:

• Comfortable orchestrating onboarding, adoption, maturity roadmaps, and expansion plays for many customers simultaneously.

• Conflict resolution and expectation management:

• Calm and structured during security incidents, escalations, or complex troubleshooting, with clear communication and next steps.

• Consultative selling & value realization mindset:

• Identify and socialize use cases and outcomes that support expansion, upsell, cross-sell, and multi-year renewals in partnership with Sales and Renewals teams.

Technical & Cybersecurity Skills (Preferred)

• Good understanding of cybersecurity product experience at a security vendor, including:

• Running or delivering product health checks

• Interpreting and articulating findings (risk, exposure, coverage)

• Configuring or tuning alerts, rules, or policies

• Helping remediate Active Directory and Entra ID security posture issues

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 some days per week and remotely the remaining days.