Customer Success Manager, EMEA

Semperis; United Kingdom; Remote; GBP 80,000 - 100,000

Job description

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.

French Speaking

What we are looking for:

We are looking for a Customer Success Manager to join our team. (French Speaking Required)

What you will be doing:

As a Customer Success Manager, you’ll collaborate closely with our Solution Architects & Support Engineers to maximize opportunities for our large enterprise and strategic customers & Semperis.

Customer Success Managers are strategic and empathetic communicators who are able to nurture relationships across multiple client accounts. Our strengths include the ability to identify gaps in the product and internal operations and build effective and scalable solutions to address them. The CSM also onboards new customers in their assigned territory.

1. Design a success plan for a portfolio of enterprise and strategic customers throughout their lifecycle. From onboarding/implementation through upsell 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.
2. Track and report on customer health.
3. Gather insights to feedback to Product Development teams and collaborate on new developments to ensure the product suits our client’s needs.
4. 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.
5. Monitor recordkeeping to ensure that relevant customer information is captured to enable informed, personalized customer interactions with Semperis Support, Customer Success (CS), Sales, etc.
6. Develop and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.).
7. Identify potential customer references and assist with the development of customer case studies.
8. Maintain an understanding of Semperis technology, products, and services.
9. In addition to managing an assigned customer segment, assist with the development and enhancement of processes and systems for the overall Semperis CS program.

What you will bring:

1. 3+ years’ experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company.
2. Aptitude and drive to develop and maintain an essential understanding of Semperis solutions and related Microsoft technologies (Active Directory, Azure AD, etc.).
3. 3+ years of experience working with C-level Executives that includes meetings, high-level presentations, and collaborative discussions.
4. Ability to understand and explain technical cybersecurity data.
5. Excellent communication and project management skills.
6. Proactive; ability to anticipate customer needs and have solutions ready when they are.
7. Intellectually curious; driven to expand the cybersecurity domain and professional expertise.
8. Responsive and adaptive to changing situations.
9. Genuine desire to work with customers.

Preferences:

1. Experience with SFDC, Customer Success Applications (such as Gainsight, Churnzero, etc.), and Active Directory.