Customer Success Manager

Keyfactor, Inc.

8d•Remote

About The Position

The Customer Success Manager is responsible for executing strategic initiatives to maximize customer satisfaction and retention through proactive engagement and alignment with company goals.

Requirements

Associates degree or equivalent experience in Communications, Business Administration, or related field preferred.
Experience in roles focused on customer advocacy or customer service.
Comprehensive understanding of IT products and services with industry dynamics.
Strong knowledge of Microsoft operating systems and related software products.
Efficient use of Microsoft Windows and Office applications.
Professional oral and written communication skills.
Strong organizational skills and effective multitasking.
Successful collaboration skills in team environments.
Demonstrates self-motivation and efficient project completion.
Thrives in fast-paced, deadline-oriented environments.
Proficient in influencing, motivating, and leading team members.
Establishes strong rapport and trust with colleagues and clients.

Responsibilities

Execute strategic initiatives to maximize customer satisfaction and retention.
Lead efforts to optimize customer outcomes through proactive engagement.
Align customer success strategies with Keyfactor's overall goals and objectives.
Develop a proficient understanding of customers' business objectives and Keyfactor's solutions.
Collaborate proficiently with various departments in Keyfactor to support customer needs.
Identify potential upsell or expansion opportunities with minimal guidance.
Monitor customer activities independently to assess the risk of non-renewal and develop mitigation strategies.
Coordinate internal resources effectively to resolve customer queries and issues.
Act as a representative of customer perspectives to guide CSM leadership.
Provide direction and training to junior CSM team members, contributing to training curriculum.

Benefits

Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.
Comprehensive benefit coverage globally.
Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.
Competitive time off globally.
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.
Monthly Talent development and Cross Functional meetings to support professional development.
Regular All Hands meetings – followed by group gatherings.