Customer Success Manager

Summary

Join Keeper's high-producing B2B sales team as a Customer Success Manager in this fully remote position (Ireland-based). Keeper, a leading cybersecurity company, offers valuable skills development and client relationship expansion. You'll work with an established client base, growing revenue through industry-leading solutions. This role requires thriving in an independent yet supportive environment, exceeding sales targets, and building strong senior management relationships. Responsibilities include contract negotiations, goal setting, issue management, and providing cybersecurity advice. You'll also drive customer advocacy and contribute to evolving Customer Success programs.

Requirements

• 1+ years’ experience in Account Management or SaaS Customer Success roles; experience with implementing customers is a big plus
• 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 and Salesloft

Responsibilities

• Manage and grow revenue through assigned accounts using Keeper's industry-leading solutions
• Work with an established client base to expand revenue
• Negotiate contract renewals, cross-sells, and upsells with clients
• Establish business and technical goals with clients through technical and Quarterly Business Reviews
• Maintain a structured cadence with named customer accounts, building relationships, presenting Keeper solutions, troubleshooting challenges, managing issues with the broader Keeper team and closing 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, meeting and exceeding personal and team quotas
• Actively participate in the evolution of Keeper Security’s own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives
• Contribute towards the development of a strong team environment by upholding high work standards
• Go the extra mile to ensure our customers are supported and successful!

Preferred Qualifications

• Undergraduate degree preferred (BA/BS)
• Experience working in IAM industry is a plus

Benefits

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