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:
Semperis is looking for a Customer Success Team Lead, EMEA based out of the UK, Germany, or France.
What you will be doing:
As a Customer Success Team Lead at Semperis, you will be an essential member of our Customer Success team, collaborating to deliver an amazing experience in the latest security and identity products to our customers.
You will be responsible for hiring, performance managing, and empowering a team of Customer Success Managers in the EMEA region, owning the end-to-end customer experience. You will also help define and lead CSM programs to drive product adoption, customer retention, and advocacy while managing select accounts within your own book of business
Critical objectives your CSM team will be expected to achieve with customers include: building trusted, strategic relationships with key stakeholders, promoting best practice platform adoption, helping them achieve their business goals as trusted advisor, and realizing maximum value from their partnership with Semperis.
You 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.
Among the core responsibilities of this role:
Manage a team of Customer Success Managers throughout EMEA, empowering them to achieve customer health, satisfaction, retention, and growth targets.
Lead, train and scale your CSMs –responsible for identifying and hiring top CSM talent internally and externally, onboarding, and ensuring their ongoing development and satisfaction
Measure and track CSM KPI’s, and provide guidance and performance feedback
Responsible for your team’s technical development, and for coordinating with other functions to ensure they can speak effectively with customers on the latest product features, releases, and use cases.
Optimize CS initiatives and help CSMs understand customer objectives and use cases
Effectively assist your team in managing customer escalations to mitigate customer health concerns and risk of churn
Enable and assist your team with proactive account risk identification strategies that anticipate customer needs before customer escalations occur
Work alongside Sales and Partner teams on effective account plans that drive retention (GRR), advocacy (references, white papers, speaking engagements) and opportunities for growth (NRR). Work cross functionally with Delivery teams to drive client deployments and product roll outs
Share clear, prioritized customer product feedback with the Semperis Product and Engineering teams, enabling these teams to best prioritize where they apply resources
Ensure quality and consistent execution of CSM customer engagement activities such as health checks, mutual success plans, product best practice training, roadmap reviews, and QBR’s. Help improve the programs and playbooks that support these activities.
Maintain an understanding of Enterprise AD, identity, Infosec, access management and Semperis products
What you will bring to the table:
Minimum 3 years managing high performing Customer Success teams in a high growth enterprise technology environment across customers that range from SMB to Global 1000 corporations.
Minimum 3 years of additional experience as a strategic CSM in the IT or cybersecurity industry (identity preferred), meeting customer retention and expansion targets
Strong people management, coaching and development skills – and a genuine desire to work directly with customers
Experience in building and executing comprehensive success plans and business reviews for complex customers, including in onsite settings.
Track record of preventing and managing customer risk and churn to meet gross retention targets within your own and your team's collective book of business.
Track record of enabling CSM's to successfully generate qualified leads for Sales that help the company meet or exceed its expansion targets.
Experience with implementing Customer Success process improvements, engagement models, owning the customer lifecycle, and implementing CS KPI's and standards.
Preferred: hands-on experience with Active Directory (implementation, support) in a large organization
Multiple language skills beyond English fluency preferred, including any one or all of Spanish, German, and French
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