Customer Success Manager
About Keyfactor
Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world’s largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you’re looking for work that matters and a team that brings out your best, we hope you’ll trust your future with Keyfactor!
Title: Customer Success Manager
Location: USA; Remote, UK; Remote, Sweden; Stockholm
Experience: Mid Level
Job Function: Customer Success
Employment Type: Full-time
Industry: Computer Network & Security
Job Summary
The Customer Success Manager is responsible for executing strategic initiatives to maximize customer satisfaction and retention through proactive engagement and alignment with company goals.
Responsibilities
Execute strategic initiatives to maximize customer satisfaction and retention.
Lead efforts to optimize customer outcomes through proactive engagement.
Align customer success strategies with Keyfactor’s overall goals and objectives.
Develop a proficient understanding of customers’ business objectives and Keyfactor’s solutions.
Collaborate proficiently with various departments in Keyfactor to support customer needs.
Identify potential upsell or expansion opportunities with minimal guidance.
Monitor customer activities independently to assess the risk of non-renewal and develop mitigation strategies.
Coordinate internal resources effectively to resolve customer queries and issues.
Act as a representative of customer perspectives to guide CSM leadership.
Provide direction and training to junior CSM team members, contributing to training curriculum.
Minimum Qualifications, Education, and Skills
Associates degree or equivalent experience in Communications, Business Administration, or related field preferred.
Experience in roles focused on customer advocacy or customer service.
Comprehensive understanding of IT products and services with industry dynamics.
Strong knowledge of Microsoft operating systems and related software products.
Efficient use of Microsoft Windows and Office applications.
Professional oral and written communication skills.
Strong organizational skills and effective multitasking.
Successful collaboration skills in team environments.
Demonstrates self-motivation and efficient project completion.
Thrives in fast-paced, deadline-oriented environments.
Proficient in influencing, motivating, and leading team members.
Establishes strong rapport and trust with colleagues and clients.
Compensation
Salary will be commensurate with experience.