Manager, Customer Success Management – AMER

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

📋 Description

• Lead, manage, and inspire a team of Customer Success Managers dedicated to executing renewals, expansions, and upsells while driving revenue growth.

• Enhance revenue retention through a highly efficient and scalable customer renewal mechanism.

• Generate additional bookings from subscription expansions and upselling of add-on portfolio products within existing accounts.

• Directly manage high-priority Tier 1 client relationships.

• Collaborate with Customer Support to guarantee thorough and accurate onboarding of new clients and lanes.

• Work alongside Sales to formulate strategies and team objectives that improve product penetration rates and expand Keeper’s presence within the current customer portfolio.

• Proactively assess and monitor the health of assigned clients through both quantitative and qualitative measures.

• Oversee the optimization of contracts and other documentation related to renewals.

• Scale, recruit, mentor, and develop the account management team, ensuring the appropriate structure, talent, and processes are in place for success.

• Design and implement sales strategies aimed at achieving and surpassing monthly and quarterly sales targets.

• Track and manage individual and team performance, providing coaching, training, and feedback to enhance overall productivity.

• Conduct regular one-on-one meetings with sales representatives to evaluate performance, troubleshoot challenges, and strategize for success.

• Participate in customer calls alongside sales representatives to offer strategic support, assist in advancing deals toward closure, and provide real-time coaching to enhance sales conversations and results.

• Analyze sales data to pinpoint trends, opportunities, and areas for improvement, ensuring precise forecasting and reporting.

• Collaborate closely with the marketing team to ensure alignment on lead generation, campaigns, and messaging.

• Continuously refine and enhance sales processes and tools to boost efficiency and effectiveness.

• Maintain a comprehensive understanding of Keeper’s product offerings, customer needs, and market dynamics.

• Foster a high-energy, positive sales culture that encourages the team to perform at their best.

• Willingness to travel to and from customer meetings (locally, nationally, and internationally) and rent and/or operate a vehicle for company purposes.

⛳️ Requirements

• Minimum of 4 years of experience in full cycle SaaS sales, particularly focused on upselling and expansion, with a background in IAM or cybersecurity required.

• At least 3 years of demonstrated experience in full cycle sales leadership, team lead, or management roles.

• Proven history of meeting or surpassing sales targets set for a sales team.

• Strong understanding of SaaS sales processes, expansions, renewals, and CRM systems; experience with Salesforce is preferred.

• Capability to construct, present, and implement territory-level sales strategies.

• Exceptional leadership, communication, and interpersonal skills, with the ability to inspire, mentor, and develop a team.

• Data-driven mindset with experience in analyzing sales metrics to inform decision-making.

• Ability to adapt in a dynamic, fast-paced market environment.

• Strong problem-solving skills, with the capability to tackle challenges and devise creative solutions.

• Willingness to travel up to 20% of the time.

• Bachelor’s degree in Business, Marketing, or a related field.

🏝️ Benefits

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

• Employer-paid Life Insurance & Supplemental life insurance for employees, spouses, and children.

• Voluntary Short/Long Term Disability Insurance available.

• 401k plan (Roth/Traditional).

• A generous Paid Time Off (PTO) policy that acknowledges your commitment and tenure (including paid Bereavement/Jury Duty, etc).