Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Implement strategic initiatives aimed at enhancing customer satisfaction and retention levels.

• Spearhead initiatives to improve customer outcomes through proactive engagement.

• Ensure alignment of customer success strategies with Keyfactor's overarching goals and objectives.

• Cultivate a deep understanding of customers' business objectives alongside Keyfactor's solutions.

• Collaborate effectively with various departments within Keyfactor to address customer needs.

• Identify potential upsell or expansion opportunities with minimal supervision.

• Independently monitor customer activities to evaluate the risk of non-renewal and devise mitigation strategies.

• Efficiently coordinate internal resources to resolve customer inquiries and issues.

• Represent customer perspectives to inform CSM leadership.

• Provide guidance and training to junior CSM team members, contributing to the training curriculum.

⛳️ Requirements

• An Associate's degree or equivalent experience in Communications, Business Administration, or a related field is preferred.

• Experience in positions centered on customer advocacy or customer service.

• Thorough understanding of IT products and services along with industry dynamics.

• Proficient knowledge of Microsoft operating systems and associated software products.

• Able to use Microsoft Windows and Office applications efficiently.

• Excellent oral and written communication skills.

• Strong organizational capabilities with effective multitasking skills.

• Successful collaboration skills in team settings.

• Displays self-motivation and achieves efficient project completion.

• Excels in fast-paced, deadline-driven environments.

• Skilled in influencing, motivating, and leading team members.

• Builds strong rapport and trust with colleagues and clients.

• Mid-level experience is required.

🏝️ Benefits

• Second Fridays (a company-wide day off on the second Friday of every month, except for November and December due to the holiday schedule). Please note that this benefit may be subject to change.

• Comprehensive global benefit coverage.

• Paid Parental Leave is available for new parents, with structure varying based on regional/government requirements. In areas without government-paid leave, such as the U.S., the company offers generous paid parental leave along with comprehensive adoption and fertility support.

• Competitive time off policies globally.

• Dedicated employee-focused ambassadors through Key Contributors & Culture Committees.

• Commitment to DIVERSITY, promoting a more inclusive and diverse future in business, society, and technology.

• The Keyfactor Alliance Program supports DEIB initiatives.

• Access to wellbeing resources, wellness allowance, free membership to a mindfulness app, and Wellness Wednesdays.

• Global Volunteer Day, matching for company non-profits, and 3 days off for volunteering.

• Monthly talent development and cross-functional meetings to promote professional growth.

• Regular All Hands meetings followed by group gatherings.

• Opportunities for personal and professional growth.

• Autonomy coupled with structure in an entrepreneurial environment.