Customer Success Manager

Title: Customer Success Manager

Location: United States; Remote

Experience: Entry-Associate level 

Job Function: Customer Success

Employment Type: Full-Time

Industry: Computer and Network Security

About the position

A Customer Success Manager candidate joining our fast-growing Customer Enablement team will ensure Keyfactor Customers achieve their desired business outcomes to maximize the value of their investment in the Keyfactor platform. This essential role will be an integral part of cultivating collaborative relationships with our customers that enhance the value received from our solutions and software to generate advocacy and loyalty. On a day-to-day basis, the Customer Success Manager will act as an advisor to our customers to encourage them to leverage industry best practices, increase product adoption, and maintain an ongoing partnership with Keyfactor.  

The position is based in the US and can be performed remotely when necessary. Applicants must hold United States citizenship or US permanent resident status. 

Responsibilities

• Customer Consultation
  • 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
• Outcomes and Risk Management
  • 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
• Renewal and Payment Management
  • Guide customers through Keyfactor’s proactive renewal process
  • Partner closely with finance to ensure timely collections and accurate renewal cashflow forecasting
• Advocacy
  • 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 
• Cross Functional Collaboration
  • 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 
• Documentation
  • Participate in the creation of blogs, webinars, and training courses 
  • Maintain accurate customer data in all Keyfactor systems

Skills and Qualifications

• Experience
  • 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 
• Key Skills, Behaviors, and Competencies
  • 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