[Remote] Director, Customer Success – West

Note: The job is a remote job and is open to candidates in USA. Semperis is seeking a Director of Customer Success to lead regional execution and customer outcomes across the Western US. The role leads and develops Customer Success Managers, driving customer value, adoption, retention, advocacy, portfolio health, and cross-functional coordination.

Responsibilities

• Own the operating plan for your assigned region, translating Customer Success priorities into clear team goals, coverage expectations, and execution rhythms
• Lead team performance against gross retention (GRR), renewal attainment, portfolio health, success-plan execution, customer advocacy, and qualified customer success leads (CSQLs) in partnership with Sales
• Review regional customer coverage and portfolio performance; identify gaps in capacity, focus, and execution, and recommend actions to the regional VP/AVP
• Maintain a reliable view of account health, renewal readiness, customer sentiment, adoption, and expansion readiness across the portfolio
• Hire, onboard, coach, and develop a high-performing team; set clear expectations and manage performance consistently
• Coach CSMs to move from reactive account coverage to proactive adoption, value realization, risk mitigation, and executive engagement
• Establish a regular coaching and inspection cadence, including one-to-ones, portfolio reviews, calibration, and development planning
• Build team capability and succession depth through feedback, stretch assignments, knowledge sharing, and career development
• Address performance gaps promptly and fairly, recognize strong performance, and foster a culture of accountability, collaboration, and continuous learning
• Inspect the quality and execution of success plans, ensuring customer business and security outcomes, use cases, milestones, owners, and value measures are clear
• Coach teams to use customer telemetry, health indicators, deployment context, and product usage to identify adoption gaps and demonstrate value
• Drive disciplined adoption of relevant Semperis use cases across the portfolio, including DSP posture reviews and hardening, ADFR recovery testing, DRET/Lightning detection and incident workflows, and maintaining current product versions
• Ensure QBRs/EBRs and executive engagements connect technical progress, such as posture improvement and recovery readiness, to customer security and business priorities
• Partner with Technical Delivery and other teams to keep deployment responsibilities distinct from ongoing adoption and value realization
• Inspect red/yellow accounts, at-risk renewals, and expansion-ready customers; ensure owners, next steps, mitigation plans, and leadership involvement are clear and documented
• Coach teams to surface risk early, coordinate save strategies, and engage Sales, Renewals, Support, Product, and Technical Delivery as appropriate
• Partner with Sales and Renewals on renewal readiness, account strategy, and expansion opportunities; ensure CSQLs are grounded in validated customer needs and followed through
• Support major customer escalations within the region, aligning the right internal stakeholders and maintaining clear customer communication and accountability
• Establish and maintain consistent regional routines for portfolio reviews, success-plan inspection, QBR quality, renewal readiness, escalation follow-through, and team development
• Use Salesforce (SFDC), TaskRay, and relevant customer-success dashboards to maintain accurate account context, health, risk, success-plan, renewal, and next-step information
• Partner with CS Operations and regional leadership to improve visibility, data quality, playbooks, and repeatable customer-success practices
• Represent the regional Customer Success team in relevant operating, product, and go-to-market forums; bring customer feedback and field learnings to internal partners
• Collaborate effectively across Sales, Renewals, Technical Delivery, Support, Product, Security, and Marketing to improve customer outcomes and the end-to-end customer experience

Skills

• 3+ years leading and developing high-performing Customer Success, Technical Account Management, Account Management, or related post-sale teams; experience in B2B SaaS, cybersecurity, or infrastructure software
• A track record of improving team execution and customer outcomes across retention, renewal readiness, adoption, customer health, and value realization
• Experience coaching teams that manage complex enterprise customers and multi-stakeholder program
• Strong cybersecurity product or services experience and the credibility to engage with CISOs, CIOs, security operations leaders, IAM leaders, architects, and technical champions
• Ability to explain identity-security concepts and connect customer outcomes to business value. Familiarity with Active Directory, Entra ID, identity security, incident response, and cyber-resilience concepts is highly relevant
• Demonstrated skill in customer-risk identification, escalation leadership, renewal planning, and cross-functional problem solving
• Strong people-leadership skills, including hiring, performance management, coaching, talent development, and building a healthy team culture
• Data-informed operating skills: able to use portfolio dashboards, customer health signals, adoption measures, and CRM/CS tooling to set priorities and improve execution
• Excellent written and verbal communication, executive presence, sound judgment, and ability to influence across teams in a global, distributed organization
• Experience in identity security, Active Directory/Entra ID, cyber recovery, security operations, or enterprise infrastructure
• Experience with Salesforce, TaskRay, or comparable CRM and Customer Success platforms
• Familiarity with customer-success measures and processes such as GRR, NRR, CSQLs, success plans, QBRs/EBRs, health scoring, and renewal forecasting
• Relevant cybersecurity or customer-success certifications (for example, CISSP, CISM, CCSP, or equivalent)
• Prior experience in professional services, solutions engineering, technical delivery, security engineering, or incident response

Benefits

• Where the job description specifies a required location, hybrid work of up to three days per week in office and remotely the remaining days.

Company Overview

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