Remote Customer Success Manager

Summary

Join our fast-growing Customer Enablement team as a Customer Success Manager and ensure Keyfactor Customers achieve their desired business outcomes to maximize the value of their investment in the Keyfactor platform.

Requirements

• 2+ years related business experience, ideally in Customer Success, Sales, and/or Support
• Bachelor’s degree in business administration, technology, related field, or commensurate experience
• Excellent interpersonal skills, including ability to communicate ideas in a persuasive manner while building trusted relationships throughout the organization, including interactions with other Keyfactor leaders as well as customers
• Excellent written and communication skills
• Approaches problems and issues with a creative, adaptive, and strategic mindset to make decisions and recommendations that incorporate both short- and long-term goals and perspectives
• Sets, tracks progress against, and accomplishes challenging goals
• Experience with tools such as Salesforce, Gainsight, and Microsoft Office
• Experience managing customers, contract renewals, or escalations

Responsibilities

• Engage with customers in regular business reviews to identify opportunities for growth, risk, and provide consultative recommendations & solutions
• Act as an advisor to customers to develop adoption and growth strategies to maximize their return on investment
• Recommend best practices to customers based on their business needs, use cases, and success criteria
• Remain up to date on Keyfactor products and use cases to drive customer product adoption
• Proactively escalate at-risk customers and ensure visibility for those accounts to key stakeholders in the business
• Lead initiatives and efforts to resolve customer issues that cause them to be at-risk
• Guide customers through Keyfactor’s proactive renewal process
• Partner closely with finance to ensure timely collections and accurate renewal cashflow forecasting
• Facilitate webinar and case study participation to promote best practice use cases from existing customers
• Encourage NPS, CSAT, Gartner, and G2 survey participation to capture the voice of the customer
• Collaborate closely with Sales to identify and create expansion opportunities
• Gather and maintain a complete understanding of how a customer utilizes Keyfactor products and provide those insights to other departments, Sales, Product Delivery, Support, Product, and others
• Gather feedback from other departments, Sales, Product Delivery, Support, Product, and others, to improve the customer experience
• Gather customer feedback and ensure it is shared with other departments, Sales, Product Delivery, Support, Product, and others to improve the customer experience
• Participate in the creation of blogs, webinars, and training courses
• Maintain accurate customer data in all Keyfactor systems

Benefits

• Comprehensive benefit coverage, paid for by the company for you and your dependents (US)
• Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities