Team Lead – Customer Success

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. 

What we are looking for:

Semperis is looking for a Customer Success Team Lead, EMEA based out of the UK, Germany, or France.
 
What you will be doing:

As a Customer Success Team Lead at Semperis, you will be an essential member of our Customer Success team, collaborating to deliver an amazing experience in the latest security and identity products to our customers. 

You will be responsible for hiring, performance managing, and empowering a team of Customer Success Managers in the EMEA region,  owning the end-to-end customer experience. You will also help define and lead CSM programs to drive product adoption, customer retention, and advocacy while  managing select accounts within your own book of business 

Critical objectives your CSM team will be expected to achieve with customers include:  building trusted, strategic relationships with key stakeholders, promoting best practice platform adoption, helping them achieve their business goals as trusted advisor, and realizing maximum value from their partnership with Semperis.

You will be able to position your team to earn the highest level of respect and advocacy from customers by developing a deep understanding of their environment, needs, and issues, proactively driving mutual success plans, and always acting with transparency and integrity. 

Among the core responsibilities of this role:

• Manage a team of Customer Success Managers throughout EMEA, empowering them to achieve  customer health, satisfaction, retention, and growth targets.

• Lead, train and scale your CSMs –responsible for identifying and hiring top CSM talent internally and externally, onboarding, and ensuring their ongoing development and satisfaction

• Measure and track CSM KPI’s, and provide guidance and performance feedback

• Responsible for your team’s technical development, and for coordinating with other functions to ensure they can speak effectively with customers on the latest product features, releases, and use cases.  

• Optimize CS initiatives and help CSMs understand customer objectives and use cases

• Effectively assist your team in managing customer escalations to mitigate customer health concerns and risk of churn

• Enable and assist your team with proactive account risk identification  strategies that anticipate customer needs before customer escalations occur

• Work alongside Sales and Partner teams on effective account plans that drive retention (GRR), advocacy (references, white papers, speaking engagements) and opportunities for growth (NRR).  Work cross functionally with Delivery teams to drive client deployments and product roll outs

• Share clear, prioritized customer product feedback with the Semperis Product and Engineering teams, enabling these teams to best prioritize where they apply resources

• Ensure quality and consistent execution of CSM customer engagement activities such as health checks, mutual success plans, product best practice training,  roadmap reviews, and QBR’s. Help improve the programs and playbooks that support these activities.

• Maintain an understanding of Enterprise AD, identity, Infosec, access management and Semperis products

What you will bring to the table:  

• Minimum 3 years managing high performing Customer Success teams in a high growth enterprise technology environment across customers that range from SMB to Global 1000 corporations.

• Minimum 3 years of additional experience as a strategic CSM in the IT or cybersecurity industry (identity preferred), meeting customer retention and expansion targets

• Strong people management, coaching and development skills – and a genuine desire to work directly with customers

• Experience in building and executing comprehensive success plans and business reviews for complex customers, including in onsite settings.

• Track record of preventing and managing customer risk and churn to meet gross retention targets within your own and your team’s collective book of business.

• Track record of enabling CSM’s to successfully generate qualified leads for Sales that help the company meet or exceed its expansion targets.

• Experience with implementing Customer Success process improvements, engagement models, owning the customer lifecycle, and implementing CS KPI’s and standards.

• Preferred:  hands-on experience with Active Directory (implementation, support) in a large organization

• Multiple language skills beyond English fluency preferred, including any one or all of Spanish, German, and French

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Semperis is an equal opportunity employer and will not discriminate against an applicant or employee based on race, color, 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 recognized protected basis under federal, state, or local law. The information collected by the Semperis application is solely to determine suitability for employment, verify identity, and maintain employment statistics. 

 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.