Director of Customer Success, SMB

We are seeking a highly motivated and experienced Director of Customer Success, SMB to join and lead our SMB Customer Success team. This is a 100% remote position with an opportunity to work a hybrid schedule for candidates based in the Chicago, IL metro area!

Keeper’s cybersecurity software is trusted by millions of users and thousands of organizations, globally. Join one of the fastest-growing cybersecurity companies and be responsible for providing best-in-class customer onboarding!

About Keeper

Keeper Security is transforming cybersecurity for people and organizations around the world. Keeper’s affordable and easy-to-use solutions are built on a foundation of zero-trust and zero-knowledge security to protect every user on every device. Our next-generation privileged access management solution deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader for best-in-class password management, secrets management, privileged access, secure remote access and encrypted messaging. Learn more at KeeperSecurity.com.

About the Job

The Director of Customer Success - SMB is responsible for Keeper’s customer’s adoption, expansion, and retention journeys. This role is focused on retaining and growing the revenue base within the SMB go to market segment. The Director of Customer Success manages a team of SMB Account Managers, including their day-to-day activities and KPI attainment, overseeing over 10,000 accounts.

Responsibilities

Customer Adoption

• Use usage patterns to gain insights, provide guidance, and increase customer adoption using Keeper’s products and services
• Provide customer resources to ensure the greatest possible value derived
• Provide training resources to ensure customer adoption
• Conduct quarterly business reviews on priority accounts

Customer Expansion

• Identify opportunities from onboarding teams’ handovers
• Identify opportunities from profile and account planning
• Manage opportunities to meet upsell goals using Sales CRM (Salesforce)
• Grow customers’ accounts through value realization efforts leading to upsell, cross-sell, and upgrades driving revenue of Keeper offerings
• Execute marketing campaigns for customer education and upsell opportunity

Customer Retention and Referrals

• Manage customer’s satisfaction throughout the entire customer lifetime
• Flag churn risks or triggers
• Ensure NPS is full of promoters that drive customer success stories for new sales
• Ensure CSAT feedback is addressed with the support team, implementation team, and leads
• Ensure each customer understands the value delivered to their business by conducting strategic business reviews and aligning the goals and objectives regularly
• Account Planning for each assigned customer as a result of QBRs

Strategic Cross Group Collaboration

• Provide expert customer insight to product management, marketing, and sales on what continuous improvement or innovation is needed relating to user experience, product capabilities and features, customer engagement, and satisfaction
• Serve as the primary escalation point to manage and resolve critical issues with the support team, implementation team, and project managers
• Serve as the subject matter expert providing customer insights to product, services teams, sales, and marketing opportunities for growth and improvements
• Champion customer marketing collateral with the marketing team (product collateral, newsletters, marketing campaigns, etc.)

Operational and Selling

• Attend and assist CSMs on meetings to expedite and elevate selling and negotiation skills
• Work with leadership to develop and drive strategy
• Lead by example on sales calls to elevate and develop junior sellers
• Create a culture and environment that is built for success
• Work to maintain and develop a high touch transactional business model that is focused on expansion and retention

Key Performance Indicators

• Increase Keeper’s recurring revenue to 20% of our total recurring revenue in 2023 within the SMB account base
• Target less than 6% logo churn
• Target less than 7% revenue churn

Key Competencies

• Understands how to employ digital strategies for high-touch customer engagement
• Skilled at creating assignment strategies to engage customers who respond to outreach or who initiate inquiries
• Critiques and improves standard practices and procedures to solve problems and can develop new standards and procedures, including organizational change management content to land the change
• Builds working relationships across the organization (peer-to-peer or working with leadership on areas of specialization)
• Demonstrates the ability to own problem-solving, bringing recommendations for decision
• Prioritizes work and works independently to accomplish cross-department or cross-industry goals
• Highly functional in ambiguity and experienced in managing programs from ideation to full adoption
• Provides clear and consistent communication with internal and external stakeholders/customers
• Quickly learns new concepts and applies learnings to improve the business
• Demonstrates skill to influence other peers
• Builds self-awareness about strengths and areas of development by being open to feedback from your manager and peers
• Consistently seeks to improve knowledge in technology and cybersecurity; shares knowledge with the CSM team and provides guidance to entry levels in the CS team

Requirements

• Degree or diploma in Computer Science, Business, Engineering, Marketing, or the equivalent in proven experience
• 5+ years of leadership experience in customer success, account management, relationship management, or similar consultative role preferably at a SaaS or subscription organization
• Experience managing customers on cloud and/or cybersecurity platforms or services
• Strong empathy for customers and passion for emotional intelligence
• Strong understanding of value drivers in recurring revenue business models
• Proven customer service experience with clear and consistent writing, presentation, and communications skills
• Excellent time management and prioritization skills
• Strong quantitative skills
• Self-motivated drive for excellence

Benefits

• Medical, Dental & Vision (Inclusive of domestic partnerships)
• Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life
• Voluntary Short/Long Term Disability Insurance
• 401K (Roth/Traditional)
• A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)
• Above market annual bonuses

Keeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.