Hybrid Cybersecurity SaaS Customer Success Manager

Semperis; Austin (TX); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Semperis is seeking a Customer Success Manager to join our Americas team. You will ensure customer success and satisfaction with our products, onboarding new clients, and collaborating with Technical Delivery and Sales to maximize opportunities for SMB customers.

You will build and nurture long-lasting relationships, gather insights for product feedback, and design scalable solutions to close gaps in processes.

Qualifications

• 3+ years of experience in a Customer Success Manager, technical account manager, or related customer-facing role in a Cybersecurity SaaS company.
• Executive presence and communication: explain complex threats or product value to CISOs, CIOs, architects, and analysts.
• Storytelling with data: translate telemetry and risk scores into business narratives.
• Project/program management: onboarding, health checks, maturity roadmaps, expansions.
• Conflict resolution and expectation management during incidents or escalations.
• Consultative selling and value realization: justify expansion, upsell, cross-sell, renewals.

Responsibilities

• Design success plans for a Book of Business of ~50 SMB customers through onboarding, implementation, upsell, cross-sell, and renewal.
• Ability to report on customer health, satisfaction, retention, and growth targets.
• Gather customer insights and feed product teams to improve the offering.
• Lead training sessions to ensure product adoption and impact.
• Maintain accurate customer records to enable informed, personalized interactions.
• Develop and execute ongoing customer development programs (health checks, upgrades, workshops).
• Identify potential customer references and assist with case studies.
• Maintain understanding of Semperis technology, products and services.
• Contribute to CS program process improvements across the organization.

Skills

CSM experience

Executive presence

Data storytelling

Project management

Conflict resolution

Consultative selling

ARR/NRR forecasting

Joint success plans

Risk identification

Competitive intel

SFDC experience

Active Directory

Tools

SFDC

Active Directory

Job description

Semperis is seeking a Customer Success Manager to join our Americas team. You will ensure customer success and satisfaction with our products, onboarding new clients, and collaborating with Technical Delivery and Sales to maximize opportunities for SMB customers.

You will build and nurture long-lasting relationships, gather insights for product feedback, and design scalable solutions to close gaps in processes.