Customer Success Manager (Remote)

Department

Customer Success

Location

United States; Remote

About Keyfactor 

Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale — and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companies across the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor! 

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

#LI-DNI

Compensation  

Salary will be commensurate with experience.  

Culture, Career Opportunities and Benefits 

We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.  

Here are just some of the initiatives that make our culture special:  

• Second Fridays (a company-wide day off on the second Friday of every month). 
• Comprehensive benefit coverage, paid for by the company for you and your dependents (US). 
• Generous paid parental leave (US). 
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees. 
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology. 
• The Keyfactor Alliance Program to support DEIB efforts. 
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays. 
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off. 
• Unlimited time off (US) and competitive time off globally. 
• Monthly Talent development and Cross Functional meetings to support professional development. 
• Regular All Hands meetings – followed by group gatherings. 

Our Core Values 

Our core values are extremely important to how we run our business and what we look for in every team member:

Trust is paramount.   

We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.   

Customers are core.   

We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.   

Innovation never stops, it only accelerates.   

The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.   

We deliver with agility.    

We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.   

United by respect.    

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.   

Teams make “it” happen.   

Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.   

Keyfactor is a proud equal opportunity employer.  

REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via people@keyfactor.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time. 

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