Director, Customer Success – West

At Semperis, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they do their best work. That’s why we focus on creating an employee experience rooted in purpose, growth, and balance. Semperis has been recognized as one of America’s Fastest-Growing Cybersecurity Companies by the Inc. 5000, a DUNS 100 Top Startup to Work For, and a multi-year Inc. Best Workplace awardee.

What we are looking for:

We are seeking a Director of Customer Success to lead execution and customer outcomes across the Western US. This is a regional people-leadership role, not an individual customer book-of-business role. You will lead and develop Customer Success Managers as applicable to the coverage model, and ensure the team consistently drives customer value, adoption, retention, and advocacy.

You will translate Semperis’s Customer Success strategy into strong day-to-day regional execution: building team capability, coaching customer strategy, inspecting portfolio health and renewal readiness, and coordinating with Sales, Renewals, Technical Delivery, Product, Support, and other partners. You will bring credibility in cybersecurity and the ability to connect identity-security outcomes to customer and business value.

What you will be doing:

As a Director of Customer Success at Semperis, you will help customers strengthen and recover their critical identity systems by building a team that delivers proactive, measurable value throughout the customer lifecycle. You will lead through people, establish a high bar for execution, and make sure customer insights and risks translate into clear action.

You will be responsible for:

Regional execution and portfolio outcomes

• 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

People leadership, coaching, and talent development

• 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

Customer value, adoption, and success planning

• 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

Renewal readiness, risk, and expansion partnership

• 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

Operating discipline and cross-functional collaboration

• 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

What you’ll bring to the table:

Required experience and 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

Preferred qualificatio