Customer Success Manager – Multilingual (Brazilian Portuguese, Spanish, English)

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

📋 Description

• Excel in a nurturing yet autonomous work environment with opportunities for growth as our organization expands.

• Achieve or surpass sales objectives within the SMB cohort.

• Engage with customers who speak Brazilian Portuguese, Spanish, and English, both verbally and in written form.

• Foster strong interactions with customers at the Senior Management level, aiding in the establishment of relationships with C-level contacts.

• Collaborate with clients to negotiate contract renewals, cross-sells, and upsells.

• Partner with clients to define business and technical goals and explore potential through technical and Quarterly Business Reviews.

• Maintain a consistent schedule with assigned customer accounts, cultivate relationships, present Keeper solutions, troubleshoot issues, manage challenges with the wider Keeper team, and close deals.

• Guide customers on best practices for securing and safeguarding their businesses against password-related breaches.

• Proactively oversee the success of a portfolio of assigned Keeper Security customers, ensuring consistent value delivery throughout the entire customer lifecycle.

• Regularly demonstrate expertise in Customer Success best practices, stay informed on industry trends, and serve as a Customer Success and Cyber Security advisor to clients.

• Comprehend and navigate account procurement processes to negotiate licensing agreements.

• Address customer issues independently and collaboratively with other Keeper Security teams; approach all situations with curiosity and creativity. Resolving customer issues may involve troubleshooting and necessitate deep technical knowledge of our solutions and the password management landscape.

• Cultivate strong customer relationships by maintaining high levels of engagement, adoption, and communication; conduct quarterly business reviews to ensure clients are informed about their vulnerabilities, new product features, etc.

• Become a Keeper Security product expert for your clients; occasionally support Sales or Marketing calls/webinars as a CSM and Keeper expert.

• Promote customer advocacy through references, referrals, and case studies.

• Conduct data-driven reviews and analyses of the customer portfolio to prioritize opportunities and risks; consistently renew and expand customer contracts, meeting and exceeding personal and team quotas.

• Engage in the development of Keeper Security’s Customer Success programs and processes; strive for excellence in our Customer Success initiatives.

• Contribute to fostering a strong team environment by upholding high work standards.

• Seize opportunities to go above and beyond to ensure our customers receive the support and success they deserve!

⛳️ Requirements

• Over 1 year of experience in Account Management or SaaS Customer Success/Sales roles.

• Must be fluent in Portuguese, Spanish, and English, both verbally and in writing.

• Strong technical expertise related to software integrations (SSO, Directory, etc.), implementation, onboarding, and support.

• Driven by resolving customer challenges; proven ability to anticipate issues before they occur.

• Experience working with and selling to Enterprise organizations, C-level Executives, IT and Cyber Security Executives.

• Exceptional sense of autonomy, ownership, and commitment to helping customers achieve their desired value.

• Energetic, self-motivated team player who is also a proactive and creative problem solver.

• Quick to learn new software; proficient with business applications.

• Capable of managing multiple priorities while maintaining a keen attention to detail. Excellent communication and interpersonal skills, both written and verbal; consistently diplomatic, tactful, and poised when addressing customer issues and escalations.

• Familiarity with Salesforce.com.

• An undergraduate degree is preferred (BA/BS).

• Experience in the IAM industry is a plus.

🏝️ Benefits

• Medical, Dental & Vision coverage (including domestic partnerships).

• Employer-paid Life Insurance & Employee/Spouse/Child Supplemental life coverage.

• Voluntary Short/Long Term Disability Insurance.

• 401k options (Roth/Traditional).

• A generous PTO plan that recognizes your commitment and seniority (including paid Bereavement/Jury Duty, etc).