Enterprise Customer Success Manager in London

At Semperis, our mission is to be a Force for Good. 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 recognised 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:

Semperis is looking for a passionate and results-driven Enterprise Customer Success Manager 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 maximise opportunities for our Enterprise 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:

• Designing a success plan for a Book of Business of strategic 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.
• Achieving and reporting on customer health, satisfaction, retention, and growth targets.
• Acting as the voice of the customer, gathering insights to provide feedback to internal teams including our Product Development team. Collaborating on new developments to ensure the product suits our client's needs.
• Leading 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.
• Monitoring recordkeeping to ensure that relevant customer information is captured to enable informed, personalised customer interactions with Semperis Support, Customer Success (CS), Sales, etc.
• Developing and executing programmes for ongoing customer development (health checks, product upgrades, workshops, etc.).
• Identifying potential customer references and assisting with the development of customer case studies.
• Gaining and maintaining an understanding of Semperis technology, products, and services.
• Assisting with the development and enhancement of processes and systems for the overall Semperis CS programme.

What you will bring to the table:

• 5+ 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.
• 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.

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. 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.

Semperis is an equal opportunity employer and will not discriminate against an applicant or employee based on race, colour, 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 recognised protected basis under federal, state, or local law.

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.