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

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