Customer Success Manager

Description
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.

What we are looking for:  
We are looking for a Customer Success Manager to join our team.

The Role
The Customer Success Manager (CSM) is responsible for customer development for an assigned segment of the Israeli customers. Specifically, the CSM is responsible for developing and executing programs to drive product adoption, retention, and advocacy. The CSM also onboard new customers in their assigned segment. The CSM is responsible for building and operating a highly efficient and effective customer development program that provides customers with both an excellent experience and desired outcomes from the use of Semperis solutions.

Responsibilities

• Onboard new Semperis customers in the assigned segment, including initial customer engagement and identification of desired outcomes.

• Accelerate customers to full adoption by continuously improving their experience through proactive engagements.

• Manage a portfolio of enterprise and strategic customers throughout their lifecycle. From onboarding/implementation through upsell and renewal, you will work with your customers to create value and achieve their desired outcomes.

• Track and report on customer health

• Monitor recordkeeping to ensure that relevant customer information is captured to enable informed, personalized customer interactions with Semperis Support, Customer Success (CS), Sales, etc.

• Develop and execute programs for ongoing customer development (health checks, product upgrades, workshops, etc.)

• Responsible for customer retention.

• Provide information and lead for subscription renewals, as required.

• Provide information and lead cross and up sales,

• Identify potential customer references and assist with the development of customer case studies.

• Contribute to the customer portal.

• Solicit feedback from customers, including satisfaction surveys and input on product features.

• Maintain an understanding of Semperis technology, products, and services.

• In addition to managing an assigned customer segment, assist with the development and enhancement of processes and systems for the overall Semperis CS program.
  
  

Qualifications

• At least 2 years of experience as a CSM, or Project Manager in the IT industry.

• Experience in Cybersecurity or Microsoft technologies (Active Directory, Azure AD, etc.)

• A confident “customer first” attitude is required to work through challenges, support technical complexities, and influence stakeholders. You will be asked to develop and execute strategic account plans, joint success plans, QBRs, and be the advocate for the customer internally while focusing on a positive customer.

• Excellent communication and project management skills.

• Accountability and ability to work independently.

• Excellent communication and project management skills

• Responsive and adaptive to changing situations.

• Professional proficiency in Hebrew, English, an additional language, is a big advantage.

• Successful track record of multi-tasking and being a team player

• Ability to effectively collaborate with Semperis team members.

• Flexibility to deal with shifting priorities, new responsibilities, and loosely defined assignments.

• Genuine desire to work with customers.
  
  

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 while managing a balanced, healthy life—we’d love to meet you.

Semperis Is Proud To Be An Equal Opportunity Employer
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 this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.

Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and 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.