Customer Success Manager

Job Overview

As a Customer Success Manager, you will partner with enterprise customers to drive product adoption, negotiate renewals, identify growth opportunities, and provide strategic guidance on cybersecurity best practices. You will collaborate with internal teams while helping customers achieve their business and technical objectives using Keeper Security’s solutions.

Key Responsibilities

• Manage an assigned portfolio of enterprise customer accounts.
• Maintain strong relationships with senior management, C-level executives, IT leaders, and cybersecurity stakeholders.
• Own customer renewals, cross-selling, and upselling opportunities.
• Conduct Quarterly Business Reviews to evaluate customer goals, product adoption, and future opportunities.
• Maintain regular communication with customers while addressing technical and business challenges.
• Advise customers on cybersecurity best practices related to password security and privileged access.
• Monitor customer health throughout the lifecycle to deliver consistent value.
• Navigate procurement processes and negotiate licensing agreements.
• Collaborate with internal teams to resolve customer issues and escalations.
• Support customer adoption through product expertise, demonstrations, webinars, and strategic guidance.
• Encourage customer advocacy through references, referrals, and case studies.
• Analyze customer data to identify renewal risks and revenue growth opportunities.
• Contribute to the continuous improvement of Customer Success programs and internal processes.

Required Qualifications

• 12+ months of experience in Account Management, SaaS Customer Success, or Sales roles.
• Technical knowledge of software implementation, onboarding, integrations, including SSO and directory services.
• Experience supporting Enterprise organizations and working with C-level, IT, and Cybersecurity executives.
• Strong customer relationship management and problem-solving skills.
• Ability to work independently with a high level of ownership and accountability.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities while maintaining attention to detail.
• Working knowledge of Salesforce CRM.

Preferred Qualifications

• Undergraduate degree (BA/BS).
• Experience working within the Identity and Access Management (IAM) industry.

Core Areas of Focus

• Customer Success.
• Enterprise account management.
• SaaS customer lifecycle management.
• Cybersecurity advisory.
• Contract renewals and account expansion.
• Quarterly Business Reviews.
• Customer retention.
• Technical solution adoption.
• Salesforce CRM.

Benefits

• Medical, dental, and vision insurance.
• Life insurance and supplemental life insurance options.
• Short-term and long-term disability insurance.
• 401(k) plan with Traditional and Roth options.
• Generous paid time off based on tenure.
• Paid bereavement leave and jury duty leave.
• Annual performance bonuses.

Work Arrangement

This is a full-time remote position available from select U.S. locations. Candidates located in the Chicago, Illinois metropolitan area may have the opportunity to work on a hybrid schedule.