Customer Success Manager, SLED

Keeper Security

9d • Remote

About The Position

Keeper Security is hiring a driven, SLED-focused Customer Success Manager to join its B2B sales division. This role manages an established public-sector client base, concentrating on state, local, and education (SLED) organizations, and grows revenue within assigned accounts using Keeper’s cybersecurity solutions.

The position is 100% remote from select locations. Candidates who live near Keeper’s global headquarters in Chicago may have the opportunity to work a hybrid schedule. The Customer Success Manager is responsible for helping customers realize value from Keeper’s solutions, building senior-level relationships, and identifying renewal, cross-sell, and upsell opportunities. The role also involves advising customers on cybersecurity best practices, addressing technical and account issues, and contributing to the development of Keeper’s account management programs and processes.

Requirements

• At least 1 year of experience in full-cycle SaaS sales or Customer Success Management, with a focus on upselling and expansion.
• At least 1 year of SLED sales experience in software or technology sales.
• Strong technical knowledge of software integrations such as SSO and directories, as well as implementation, onboarding, and support.
• Ability to solve customer problems and anticipate challenges.
• Experience working with and selling to enterprise organizations, C-level executives, IT executives, and cybersecurity executives.
• Strong autonomy, ownership, and dedication to helping customers achieve intended value.
• Energetic, self-motivated team player with proactive and creative problem-solving skills.
• Aptitude for learning software and strength with business applications.
• Ability to manage multiple priorities with close attention to detail.
• Strong written and verbal communication and interpersonal skills, with diplomacy, tact, and poise when handling customer issues and escalations.
• Working knowledge of Salesforce.
• Must be a U.S. Person due to the role’s involvement in FedRAMP.
• Undergraduate degree (BA/BS) preferred.

Nice To Haves

• Experience working in the IAM industry.
• Familiarity with FedRAMP, GovCloud, and/or classified networks.

Responsibilities

• Carry a revenue quota and meet or exceed sales targets within assigned accounts.
• Develop strong customer relationships, including interactions with senior management and support for building C-level relationships.
• Negotiate contract renewals, cross-sells, and upsells with clients.
• Establish customers’ business and technical goals and potential through technical and Quarterly Business Reviews.
• Maintain a structured cadence with named accounts, present Keeper solutions, troubleshoot challenges, coordinate issue management with Keeper teams, and close deals.
• Advise customers on best practices for protecting their businesses against password-related breaches.
• Proactively manage an assigned customer portfolio to deliver consistent value throughout the customer lifecycle.
• Apply account management best practices, stay current on industry trends, and serve as an account manager and cybersecurity advisor to customers.
• Understand customer procurement practices and negotiate licensing contracts.
• Resolve customer issues independently and in collaboration with other Keeper teams, using technical knowledge of Keeper solutions and password management.
• Maintain customer engagement, adoption, and communication; conduct quarterly business reviews covering vulnerabilities and product features.
• Become a Keeper Security product expert for customers and occasionally support sales or marketing calls and webinars.
• Drive customer advocacy through references, referrals, and case studies.
• Use data-driven portfolio reviews and analysis to prioritize opportunities and risks, renew and expand contracts, and meet or exceed personal and team quotas.
• Contribute to the evolution of Keeper Security’s account management programs and processes.
• Support a strong team environment and uphold high work standards.
• Take extra steps to ensure customers are supported and successful.

Benefits

• Medical, dental, and vision coverage, including domestic partnerships.
• Employer-paid life insurance and supplemental life insurance for employees, spouses, and children.
• Voluntary short- and long-term disability insurance.
• 401(k) with Roth and traditional options.
• Generous PTO plan that recognizes commitment and seniority, including paid bereavement and jury duty.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed