Customer Success Team Lead, Semperis
Identity-driven enterprise protection platform
Be an early applicant
Identity-driven enterprise protection platform
201-500 employees
Be an early applicant
201-500 employees
Company mission
To help customers avoid disruptive cyberattacks and be resilient so they can say no to ransom demands.
Role
Who you are
- 3+ years experience in building and managing high performing Customer Success teams in a high growth enterprise technology environment for customers that range from SMB to Global 1000 corporations
- 3+ years of additional experience as a strategic CSM in the IT or cybersecurity industry (identity preferred), responsible for your own book of business and achieving optimal rates of gross retention, net retention, and customer advocacy and satisfaction
- 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, scaling a CSM team, owing the customer lifecycle, and implementing CS KPI's and standards
- Preferred: hands-on experience with Active Directory (implementation, support) in a large organization
What the job involves
- Semperis is looking for a Customer Success Team Lead, EMEA
- 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, responsible for the end-to-end customer experience
- As a member of CS management, you will also help define and lead CSM programs to drive product adoption, customer retention, and advocacy while also managing select accounts within your own book of business
- Under your guidance, 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
- You will be able to achieve the same for customers assigned to you within your own book of business
- Manage a team of Customer Success Managers throughout EMEA with an emphasis on helping them provide an exemplary customer experience and meet and surpass 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 new team members, and ensuring their ongoing development and satisfaction
- Measure and track CSM KPI’s, and provide guidance and performance feedback to attain targets around customer adoption, retention, satisfaction, advocacy, and expansion
- 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
- 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 product best practice training, strategic roadmap reviews, and QBR’s
- Maintain an understanding of Enterprise AD, identity, Infosec, access management and Semperis products
- Help define or refine and execute programs, processes, and playbooks to achieve ongoing CSM and customer experience improvements, including health checks, mutual success plans, product upgrades, best practice workshops, and QBRs
- Act as the interface and customer advocate between your CSM team and Semperis internal teams such as Product, Development, Research, and Engineering
Our take
Identity systems such as Microsoft Active Directory and Azure AD, used in over 90% of enterprises, are coming under sustained attack. With its multi-layered defense approach before, during, and after an attack, Semperis offers the industry’s most comprehensive security technology for hybrid AD and other identity systems, combined with incident response expertise.
The security-focused firm has grown rapidly in recent years, meaning that it was able to launch its own partner program, known as Vigilance. This enables other companies to benefit from the market position of Semperis by offering its solutions as part of an overall business model.
Semperis’ patented technology protects over 50 million identities from cyberattacks, data breaches, and operational errors. As Semperis has become increasingly well-known, its qualities have been widely acknowledged. It is trusted to fend off cyber attacks by enterprises such as Hertz, Starbucks, and Independence Blue Cross.
Recognized as one of the fastest-growing companies in North America, Semperis has clearly found its position in a competitive market that features the likes of Sumo Logic, IBM Security QRadar, Amazon GuardDuty and Threat Stack. Lately, it has focussed on hiring across all functions globally to better support its expanding customer base, as well as build out its senior team.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2024
$125m
LATE VC
May 2022
$200m
SERIES C
Total funding: $365m
Company benefits
- Work from home opportunities
Company HQ
Hoboken, NJ
Leadership
Mickey Bresman
(CEO )Mickey began his technical career in the Israeli Navy computing technical unit. Before co-founding Semperis, they were the CTO of a Microsoft gold partner integration company, YouCC Technologies, and Senior Infrastructure Specialist at Bank Leumi, where they led the implementation of critical commercial systems.
Guy Teverovsky
(CTO )Prior to co-founding Semperis, Guy was a Senior Premier Field Engineer at Microsoft, acting as lead and mentor for Active Directory. They have managed Microsoft infrastructure upgrade projects and support services at SmartX, Team Computers and Hewlett-Packard Laboratories.
Matan Liberman
(General Manager, Israel)Matan began their career as a Software Engineer for the Israeli Defence Force and was promoted to Development Team Leader. They are currently the General Manager for the Israel Branch of Semperis and are involved in research and development.
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