Principal Customer Success Manager

Yubico Inc.•Washington, DC

5d•$180,000 - $195,000•Hybrid

About The Position

Yubico is seeking a Principal Customer Success Manager to join their talented and growing Sales organization. This role is ideal for individuals with experience managing and growing strong relationships with enterprise customers across business lines. The Principal CSM is crucial for ensuring customer support and satisfaction. The role involves guiding customers through their entire Yubico journey, ensuring they gain measurable value from their investment, leading to success, expansion, and renewal.

Requirements

Ten (10) years’ or more experience in Customer Success Management
Ten (10) years’ experience in information technology
Five (5) with years’ experience in security
Experience managing relationships with large, complex, multi-geographical enterprises with a technical enterprise product
Demonstrable track record of working and leading within an internal matrix account team consisting of Sales, Solutions engineers, and Professional Services all interacting with accounts
Possess exceptional presentation, communication, and project management skills, particularly when engaging with C-level executives to align technical goals with business value
Guide executive decision making through insight and credible challenge when necessary
Excellent problem-solving abilities and ability to clearly articulate issues and solutions cross functionally, both internally and externally
Have strong listening and analytical skills with the demonstrated ability to ask effective questions, dive deep, understand the customer’s business priorities, and anticipate their needs
Driven, self-motivated, enthusiastic, and with a “can do” attitude
Flexible approach, able to operate effectively with uncertainty and change
Familiarity with or ability to rapidly master the technical terminology and platforms used in Identity Access Management and Authentication
Proficiency with modern Customer Success and CRM tools (e.g., Salesforce, Gainsight, ChurnZero)

Responsibilities

Enable successful roll-out of YubiKeys to customer employees, including the development of project plans, brainstorming ideas for communications, and tracking distribution to end users
Serve as a trusted advisor to C-level executives, program leaders, and technical teams, providing strategic guidance and thought leadership
Be the trusted partner for the customer on YubiKey deployment as it relates to business, operations, and distribution matters
Maintain an ongoing cadence of communicating with customers about their roll-out, adoption, and challenges throughout their customer journey
Marshall resources across Yubico as needed to support customers requirements
Act as a proxy for CSM Leadership in cross-functional forums and channel enterprise market insights directly into Product and GTM strategies
Own Yubico’s highest-value marquee accounts and drive retention, renewals, and growth by understanding their business needs and helping them succeed in utilizing Yubico products and services
Serve as the primary buffer and resolution lead for critical account escalations before manager intervention
Collaborate closely with Sales and Solutions Engineers to identify and execute on revenue expansion opportunities
Identify opportunities for customers to act as Yubico advocates (e.g. testimonials, case studies)
Act as the ultimate subject matter expert, role model, and trusted advisor within the CSM organization, tracking recurring account trends to coach peers and elevate overall team capabilities
Design and roll out scalable CSM frameworks, curricula, and playbooks that solve systemic operational challenges and offload leadership burden
Plan and oversee special projects when non-standard account needs arise