Enterprise Customer Success Manager

Academic Key; Deutschland; Remote; EUR 80,000 - 140,000; Full time

Job summary

Semperis in Germany is seeking an Enterprise Customer Success Manager to join our EMEA team. You will ensure customer success across strategic accounts, collaborating with Sales and Technical Delivery to maximize value from Semperis' cybersecurity solutions.

You will design success plans, onboard new customers, monitor health, and drive renewals and expansion while communicating complex threats and product capabilities to CISOs and IT leaders.

Qualifications

• 5+ years’ experience as a Customer Success Manager or related customer-facing role.
• Security product vendor experience and familiarity with cybersecurity solutions.
• Strong understanding of cyber security concepts and workflows, including IAM, EDR/XDR, and cloud security.
• Executive communication skills capable of aligning with CISOs, CIOs, and architects.

Responsibilities

• Design and execute Customer Success Plans for strategic accounts.
• Onboard new customers and ensure successful implementation.
• Monitor health, adoption, and renewal targets; report metrics.
• Collaborate with Product, Delivery, and Sales to maximize growth opportunities.

Skills

Product enablement

Security product experience

Cybersecurity concepts

Executive communication

Onboarding & health checks

Opportunity identification

Project management

Cross-functional collaboration

CISA/CISOs engagement

Tools

SIEM

EDR/XDR

IAM tools

Job description

# Enterprise Customer Success Manager**Semperis** · GermanyAbroad Germany◷ Full Time✓ Link validatedAt Semperis, our mission is to be a Force for Good. Starting with being a great place to work. 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 recognized 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 EMEA team. What you will be doing: As an Enterprise 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: Design 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 You will be empowered to achieve and report on customer health, satisfaction, retention, and growth targets Act as the voice of the customer, gather insights to provide feedback to internal teams including our Product Development team. Collaborate on new developments to ensure the product suits our client’s needs 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 Monitor record-keeping to ensure that relevant customer information is captured to enable informed, personalised customer interactions with Semperis Support, Customer Success (CS), Sales, etc Develop and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.) Identify potential customer references and assist with development of customer case studies Gain and maintain an understanding of Semperis technology, products, and services In addition to managing an assigned customer segment, assist with development and enhancement of processes and systems for the overall Semperis CS program What you will bring to the table: Technical & Cyber Security Skills Hands-on product enablement experience with a security product vendor, including running product health checks, articulating the output with expertise, configuring or tuning alert and response rules, remediating Active Directory and Entra security posture vulnerabilities Understanding of security concepts (NIST IR process, MITRE Attack framework, APTs, etc.) and workflows, Active Directory and Entra ID vulnerabilities and attack patterns, IAM and Security team organisation structures Strong foundational knowledge of cyber security domains: Network security, endpoint protection (EDR/XDR), cloud security (CSPM/CWPP), identity (IAM/SSO/MFA), SIEM, zero-trust, threat intelligence, etc Fundamental understanding of modern architectures: on-prem and cloud (AWS, Azure, GCP) Familiarity with compliance frameworks (NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, SOC 2) Customer-facing & Soft Skills - 5+ years’ experience as a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS solutions company Executive presence & communication: can explain complex threats or product value to CISOs, CIOs, architects, and analysts in their language Storytelling with data: Turn telemetry, risk scores, and attack surface metrics into compelling business narratives Project/program management: Be in tune with customer onboarding, health checks, maturity roadmaps, and expansion opportunities Conflict resolution & expectation management during incidents or escalations. Consultative selling & value realization: Identify use cases that justify expansion, upsell & cross-sell modules, or multi-year renewals Business & Strategic Skills: Renewal & expansion forecasting (understand ARR, NRR, consumption metrics) Ability to build and Execute Customer Success Plans / Joint Success Plans with Account owners (sales reps) Risk identification (technical debt, low adoption, competing solutions) and mitigation planning