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.
What we are looking for:
We are looking for an experienced AVP of Customer Success, NAM to join our team.
What you will be doing:
As AVP of Customer Success at Semperis, you will be an essential member of our Go to Market Operations leadership team. You will be responsible for managing and building the Customer Success organization in North America, reporting to the SVP, Global Customer Success
In this role, you will lead a team of Customer Success Team Leads and Customer Success Managers, responsible for all of Semperis’ customer accounts in North America - from SMB to leading Fortune 500 organizations. Under your leadership, the team will achieve critical impact including: building trusted, strategic relationships with key stakeholders, promoting best practice platform adoption, helping customers to achieve their business goals as trusted advisor, and realizing maximum value from their Semperis partnership.
This leader 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.
To be successful, you will draw upon your considerable past achievements in owning and refining Customer Success playbooks and processes for scale, including mutual success plans, QBR’s, business value assessments, cure plans, and related workstreams. It is through your dedication to continuous improvement of how CSM’s operate - both in efficiency and effectiveness - that will help us meet and surpass customer health, satisfaction, retention, and growth targets.
You will ensure your leads and their CSM’s are able to scale and effectively execute the following deliverables:
Create a Governance and Executive relationship with customer’s key stakeholders
Understand our customers' business needs, use cases and priorities.
Define and maintain customer’s success criteria’s KPI’s and planning in terms of deployment, adoption, operations, and business outcomes.
Build knowledge of customer’s environment, become their champion
Review customer’s evolving needs with the Product and R&D teams
Present product roadmap and confirm alignment with the customer's agenda.
Ensure smooth on-boarding and help maximize product value.
Develop Loyalty Programs which focus on fortifying customer relationships
Keep track of customer health scores, and communicate and escalate risks
Work with Sales to develop new opportunities.
Be accountable to ensure great service, customer satisfaction and success.
Attract high potential individual contributors into team
Create and execute rapid onboarding process for new team members
Foster collaboration within team and across customer lifecycle
Encourage continuous learning and development
About You:
You come with 8+ yrs. of prior experience building and growing customer accounts directly, acting as trusted advisor to VP and C-level decision-makers - for books of business exceeding $5M in ARR.
In addition, you have 6+ yrs. of recent management experience building and scaling customer success teams in fast paced, enterprise SaaS environments approaching or exceeding $100M in ARR, while attaining industry-leading levels of customer advocacy and gross and net retention.
You can also demonstrate having successfully partnered with key accounts as exec sponsor, and with internal cross-functional leaders (e.g., Sales, Marketing, Support, Product) to deliver a world-class customer experience against a rapidly growing account base ranging from SMB to leading F500 companies. In doing so, you can evidence having been a thoughtful listener and strong advocate for customers, helping not just retain, but delight them and fuel their advocacy of Semperis.
You can also point to examples of successfully scaling CS organizations through both the hiring of top talent, and the coaching and professional development of existing team members.
What you will bring to the table:
6+ years minimum experience in leading customer success management, technical account management or program management with SaaS/Software/Cyber Security vendors
Bachelor’s degree or equivalent work experience.
Analytical and process-oriented mindset
Proven track-record of establishing executive level relationships
Excellent time management, multi-tasking, prioritization skills and ability to manage multiple concurrent projects/customers.
Detailed knowledge of and passion for SaaS and Security applications.
Consistently demonstrate strong organizational, project/program management, change management, and problem-solving skills.
Excellent interpersonal, verbal and written communication skills.
Ability to communicate effectively with both internal staff and external clients.
Ability to work independently as well as part of a team.
Bonus Points:
Startup/High growth experience is preferred.
Knowledge of systems such as Salesforce, Gainsight and the like preferred
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