Enterprise Customer Success Manager

About the role

Semperis is looking for a passionate, results-driven Enterprise Customer Success Manager to join its EMEA team. The role ensures customers' success and satisfaction with Semperis' products, builds long-lasting relationships across multiple client accounts and works closely with Technical Delivery and Sales teams. It is based in Madrid.

Key responsibilities

• Design a success plan for each book of business, covering onboarding, implementation, upsell, cross-sell and renewal
• Report on customer health, satisfaction, retention and growth targets
• Act as the voice of the customer, gathering feedback for Product Development and collaborating on new features
• Lead training sessions and monitor record-keeping so customer information is available to Support, CS and Sales
• Run customer development programs such as health checks, product upgrades and workshops
• Identify customer references and help develop case studies
• Manage an assigned customer segment and contribute to improving the overall CS program

Required profile

• 5+ years in a Customer Success Manager, technical account manager or similar customer-facing role in a Cybersecurity SaaS company
• Fluent Spanish and English; Italian is a strong advantage
• Ability to explain complex threats and product value to CISOs, CIOs, architects and analysts
• Project management, conflict resolution, consultative selling and renewal/expansion forecasting

Required skills

• Cybersecurity fundamentals: network security, EDR/XDR, CSPM/CWPP, IAM/SSO/MFA, SIEM, zero trust, threat intelligence
• Modern architectures (on-prem and cloud: AWS, Azure, GCP) and compliance frameworks (NIST CSF, CIS, ISO 27001, PCI-DSS, HIPAA, GDPR, SOC 2)
• Product enablement: health checks, configuring alert and response rules, remediation of Active Directory and Entra ID vulnerabilities
• Preferred: SFDC and Active Directory experience

Work is hybrid, up to three days per week in the office and the rest remotely.