Director, Customer Success - West

Semperis; United States; On-site; USD 150,000 - 190,000; Full time

Job summary

Semperis is seeking a Director of Customer Success to lead execution and customer outcomes across the Western US. This is a regional people‑leadership role, focusing on developing Customer Success Managers and driving value, adoption, retention, and advocacy.

You will translate Semperis's CS strategy into strong day‑to‑day regional execution: building team capability, coaching customer strategy, inspecting portfolio health and renewal readiness, and coordinating with Sales, Renewals, Technical

Responsibilities

• Regional execution and portfolio outcomes: Own the operating plan for your assigned region, translating CS priorities into clear team goals and execution rhythms.
• People leadership, coaching, and talent development: Hire, onboard, coach, and develop a high-performing team; set clear expectations and manage performance.
• Customer value, adoption, and success planning: Inspect the quality and execution of success plans, ensuring customer outcomes and value measures are clear.
• Renewal readiness, risk, and expansion partnership: Inspect at-risk renewals and expansion-ready customers; coordinate with Sales and Renewals.

Job description

What we are looking for:

We are seeking a Director of Customer Success to lead execution and customer outcomes across the Western US. This is a regional people‑leadership role, not an individual customer book‑of‑business role. You will lead and develop Customer Success Managers as applicable to the coverage model, and ensure the team consistently drives customer value, adoption, retention, and advocacy.

You will translate Semperis's Customer Success strategy into strong day‑to‑day regional execution: building team capability, coaching customer strategy, inspecting portfolio health and renewal readiness, and coordinating with Sales, Renewals, Technical Delivery, Product, Support, and other partners. You will bring credibility in cybersecurity and the ability to connect identity‑security outcomes to customer and business value.

What you will be doing:

As a Director of Customer Success at Semperis, you will help customers strengthen and recover their critical identity systems by building a team that delivers proactive, measurable value throughout the customer lifecycle. You will lead through people, establish a high bar for execution, and make sure customer insights and risks translate into clear action.

You will be responsible for:

Regional execution and portfolio outcomes

Own the operating plan for your assigned region, translating Customer Success priorities into clear team goals, coverage expectations, and execution rhythms

Lead team performance against gross retention (GRR), renewal attainment, portfolio health, success‑plan execution, customer advocacy, and qualified customer success leads (CSQLs) in partnership with Sales

Review regional customer coverage and portfolio performance; identify gaps in capacity, focus, and execution, and recommend actions to the regional VP/AVP

Maintain a reliable view of account health, renewal readiness, customer sentiment, adoption, and expansion readiness across the portfolio

People leadership, coaching, and talent development

Hire, onboard, coach, and develop a high‑performing team; set clear expectations and manage performance consistently

Coach CSMs to move from reactive account coverage to proactive adoption, value realization, risk mitigation, and executive engagement

Establish a regular coaching and inspection cadence, including one‑to‑ones, portfolio reviews, calibration, and development planning

Build team capability and succession depth through feedback, stretch assignments, knowledge sharing, and career development

Address performance gaps promptly and fairly, recognize strong performance, and foster a culture of accountability, collaboration, and continuous learning

Customer value, adoption, and success planning

Inspect the quality and execution of success plans, ensuring customer business and security outcomes, use cases, milestones, owners, and value measures are clear

Coach teams to use customer telemetry, health indicators, deployment context, and product usage to identify adoption gaps and demonstrate value

Drive disciplined adoption of relevant Semperis use cases across the portfolio, including DSP posture reviews and hardening, ADFR recovery testing, DRET/Lightning detection and incident workflows, and maintaining current product versions

Ensure QBRs/EBRs and executive engagements connect technical progress, such as posture improvement and recovery readiness, to customer security and business priorities

Partner with Technical Delivery and other teams to keep deployment responsibilities distinct from ongoing adoption and value realization

Renewal readiness, risk, and expansion partnership

Inspect red/yellow accounts, at‑risk renewals, and expansion‑ready customers; ensure owners, next steps, mitigation plans, and leadership involvement are clear and documented

Coach teams to surface risk early, coordinate save strategies, and engage Sales, Renewals, Support, Product, and Technical Delivery as appropriate

Partner with Sales and Renewals on renewal readiness, account strategy, and expansion opportunities; ensure CSQLs are grounded in validated customer needs and followed through

Support major customer escalations within the region, aligning the right internal stakeholders and maintaining clear customer communication and accountability

Operating discipline and cross‑functional collaboration

Establish and maintain consistent regional routines for portfolio reviews, success‑plan inspection, QBR quality, renewal readiness, escalation follow‑through, and team development

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