Remote Customer Success Manager

Summary

Join a high-producing team within our B2B sales division as a driven Customer Success Manager, working with established client base and growing revenue through named accounts using industry-leading solutions.

Requirements

• 1+ years of experience in Account Management or SaaS Customer Success roles/Sales roles
• Strong technical knowledge as it pertains to software integrations (SSO, Directory etc), implementation, onboarding & support
• Motivated by solving problems for customers; demonstrated ability to anticipate challenges before they arise
• Experience working with and selling to Enterprise organizations, C-level Executives, IT and Cyber Security Executives
• Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value
• Energetic and self-motivated; a team player who is also a proactive and creative problem solver
• Aptitude for learning software; strong with business applications
• Ability to manage multiple priorities while maintaining strict attention to details. Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
• Working knowledge of Salesforce.com
• Undergraduate degree preferred (BA/BS)
• Experience working in IAM industry is a plus

Responsibilities

• Meet or exceed sales targets within SMB Cohort
• Provide strong interactions with customers at the Senior Management level with support on forming relationships with C-level contacts
• Work with clients to negotiate contract renewals, cross-sells and upsells
• Work with clients to establish business and technical goals & potential via technical and Quarterly Business Reviews
• Maintain a structured cadence with named customer accounts, build relationships, present Keeper solutions, troubleshoot challenges, manage issues with the broader Keeper team and close deals
• Advise customers on best practices for securing and protecting their business against password related breaches
• Proactively manage the success of a portfolio of assigned Keeper Security customers to deliver consistent value across the entire lifecycle
• Consistently demonstrate knowledge of Customer Success best practices, stay up to date on trends in the industry, and operate as a Customer Success and Cyber Security advisor to your customers
• Understand and navigate account procurement practices to negotiate licensing contracts
• Resolve customer issues, alone and through collaboration with other Keeper Security teams; approach all situations with curiosity and creativity
• Build strong customer relationships by maintaining high levels of engagement, adoption, and communication; conduct quarterly business reviews to ensure our clients are up to speed on their areas of vulnerability, new product features etc
• Become a Keeper Security product expert for your customers; occasionally assist on Sales or Marketing calls/webinars as a CSM & Keeper expert
• Drive customer advocacy in the form of references, referrals, and case studies
• Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meet and exceed personal and team quotas
• Participate in the evolution of Keeper Security’s own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives
• Act as a subject matter expert on all Keeper products, staying knowledgeable and up-to-date on changes, updates, and new products
• Contribute towards the development of a strong team environment by upholding high work standards
• Jump at opportunities to go the extra mile to ensure our customers are supported and successful!

Benefits

• Onsite lunches
• Private healthcare (no wait period)
• Pension contribution (no wait period)
• Sick Pay
• Bike-to-Work Scheme (if local)