Customer Success Manager

Customer Success Remote, Canada


Description

This role is remote and may be based anywhere in Canada or the United States.

The Semperis Story

Semperis combines world-class expertise and patent-pending, leading-edge technology to deliver identity-driven enterprise protection. Our customer-vetted technology, trusted around the globe, empowers clients and ensures the integrity and continuity of their digital infrastructure and operations. Semperis’ directory services protection platform provides a fully orchestrated Active Directory Disaster Recovery solution, total visibility into directory services modifications, granular restores, and a speedy remediation of Active Directory disasters.

People First Culture

Semperis puts people first. From our customers and partners, to our culture of engineers and experts, we understand that people are our assets. You’ll work alongside world-class thought leaders, distinguished engineers, and top technology experts from around the world in a culture that champions strategic vision, actualized expertise, intelligent and precise solutions, and continuous innovation.

The Opportunity

The Customer Success Manager (CSM) is responsible for customer development for an assigned segment of North American customers. Specifically, the CSM is responsible for developing and executing programs to drive product adoption, retention, and advocacy. The CSM also onboards 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 use of Semperis solutions.

Responsibilities

  • Onboard new Semperis customers in assigned segment, including initial customer engagement and identification of 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.)
  • Provide an additional Semperis point of contact for customers
  • Provide information for subscription renewals, as required
  • Identify potential customer references and assist with 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 development and enhancement of processes and systems for the overall Semperis CS program

Qualifications

  • At least 3 years of experience as a CSM, support representative, or program manager in the IT or cybersecurity industry
  • Excellent communication and project management skills
  • Accountability and ability to work independently
  • Ability to effectively collaborate with Semperis team members
  • Aptitude and drive to develop and maintain an essential understanding of Semperis solutions and related Microsoft technologies (Active Directory, Azure AD, etc.)
  • Flexibility to deal with shifting priorities, new responsibilities, and loosely defined assignments
  • Genuine desire to work with customers
  • Experience in a CS role and in developing CS practices and procedures is a plus
Legal Notice:
Semperis is proud to be an Equal Opportunity Employer. 
Semperis provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.