Sr. Director Customer Success, North America

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.

We are looking for an experienced Sr. Director, Customer Success to join our team.

What you will be doing:

As Sr. Director Customer Success, North America at Semperis, you will be an essential member of our Operations leadership team. You will be responsible for managing and building the Customer Success organization in North America.

You will lead a team who will work closely with our customers, build strategic relationships with them, and help them achieve their business goals as a trusted advisor. You will deliver on all services and support related matters with the most responsive and problem-solving team. Your main goal is to gain and maintain the satisfaction of our customers through deep understanding of the customers’ issues and environment.

• Create a Governance and Executive relationship with customer’s key stakeholders
• Understand our customers' business needs, use cases and priorities.
• Define and maintain customer’s success criteria’s KPI’s and planning in terms of deployment, adoption, operations, and business outcomes.
• Build knowledge of customer’s environment, become the customer’s champion
• Review customer’s evolving needs with the Product Management team and R&D.
• Present product roadmap and confirm alignment with the customer's agenda.
• Ensure smooth on-boarding and help maximize product value.
• Develop Loyalty Programs which focus on fortifying customer relationships
• Keep track of customer health scores, and communicate and escalate risks
• Work with Sales to develop new opportunities.
• Be accountable to ensure great service, customer satisfaction and success.
• Attract high potential individual contributors into team
• Create and execute rapid onboarding process for new team members
• Foster collaboration within team and across customer lifecycle
• Encourage continuous learning and development

What you will bring to the table:

• 6+ years minimum experience in leading customer success management, technical account management or program management with SaaS/Software/Cyber Security vendors
• Bachelor’s degree or equivalent work experience.
• Analytical and process-oriented mindset
• Proven track-record of establishing executive level relationships
• Excellent time management, multi-tasking, prioritization skills and ability to manage multiple concurrent projects/customers.
• Detailed knowledge of and passion for SaaS and Security applications.
• Consistently demonstrate strong organizational, project/program management, change management, and problem-solving skills.
• Excellent interpersonal, verbal and written communication skills.
• Ability to communicate effectively with both internal staff and external clients.
• Ability to work independently as well as part of a team.

Bonus Points:

• Startup/High growth experience is preferred

• Knowledge of systems such as Salesforce, Gainsight and the like preferred

The Semperis Story
For security teams charged with defending hybrid and multi-cloud environments, Semperis ensures the integrity and availability of critical enterprise directory services at every step in the cyber kill chain and cuts recovery time by 90%. Purpose-built for securing hybrid Active Directory environments, Semperis’ patented technology protects over 50 million identities from cyberattacks, data breaches, and operational errors. The world’s leading organizations trust Semperis to spot directory vulnerabilities, intercept cyberattacks in progress, and quickly recover from ransomware and other data integrity emergencies.

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