Customer Success Manager, SLED

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

📋 Description

• Manage a revenue quota to achieve or surpass sales objectives within designated accounts.

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

• Collaborate with clients to negotiate contract renewals, as well as cross-sell and upsell opportunities.

• Partner with clients to define business and technical objectives through technical discussions and Quarterly Business Reviews.

• Maintain a structured approach with designated customer accounts, foster relationships, showcase Keeper solutions, troubleshoot issues, collaborate with the broader Keeper team, and finalize 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 clients to deliver consistent value throughout the entire lifecycle.

• Exhibit Account Management best practices, stay informed on industry trends, and operate as both an Account Manager and Cyber Security advisor.

• Navigate account procurement processes to negotiate licensing contracts effectively.

• Independently and collaboratively resolve customer issues with Keeper Security teams, utilizing troubleshooting skills and in-depth technical knowledge of Keeper solutions and password management.

• Foster customer relationships through engagement, adoption, communication, and quarterly business reviews.

• Achieve expertise in Keeper Security products; occasionally participate in Sales or Marketing calls/webinars.

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

• Conduct data-driven portfolio reviews and analyses to prioritize opportunities and risks; renew and expand contracts while meeting quotas.

• Engage in the development of Keeper Security’s Account Management programs and processes.

• Contribute to a positive team environment and uphold high standards of work.

• Go above and beyond to ensure customers receive the support they need to succeed.

⛳️ Requirements

• At least 1 year of experience in full-cycle SaaS sales or Customer Success Management, focusing on upselling and expansion.

• A minimum of 1 year of sales experience within software or tech sales in the SLED sector.

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

• Driven by the desire to solve customer problems; proven ability to foresee challenges before they occur.

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

• Unmatched sense of autonomy, ownership, and commitment to helping customers achieve their desired outcomes.

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

• Strong aptitude for learning software; proficient in business applications.

• Ability to handle multiple tasks while maintaining meticulous attention to detail; exceptional communication and interpersonal skills, both written and verbal; consistently demonstrates diplomacy, tact, and composure when addressing customer issues and escalations.

• Familiarity with Salesforce is advantageous.

• Due to the role's involvement with FedRAMP, all applicants must qualify as a “US Person.”

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

• Experience in the IAM industry is a plus.

• Knowledge of FedRAMP, GovCloud, and/or classified networks is an advantage.

🏝️ Benefits

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

• Employer-paid Life Insurance and supplemental life options for employees, spouses, and children.

• Optional Short/Long Term Disability Insurance.

• 401k plan (Roth/Traditional).

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

• Fully remote position available from select locations, with the option for a hybrid schedule for candidates residing near the global headquarters in Chicago.