Customer Success Manager

About the role

As a Customer Success Manager, you will execute strategic initiatives to maximize customer satisfaction and retention through proactive engagement and alignment with company goals.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• Second Fridays (a company-wide day off on the second Friday of every month, excluding November and December).
• Comprehensive benefit coverage globally.
• Paid Parental Leave available to new parents, with structure varying based on regional/government requirements. In regions without government-paid leave (e.g., the U.S.), the company offers generous paid parental leave, along with adoption and fertility support.
• Competitive time off globally.
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
• DIVERSE Commitment, promoting inclusivity and diversity in business, society, and technology.
• The Keyfactor Alliance Program to support DEIB efforts.
• Wellbeing resources, wellness allowance, free mindfulness app membership, and Wellness Wednesdays.
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
• Monthly Talent development and Cross Functional meetings to support professional growth.
• Regular All Hands meetings followed by group gatherings.

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.

Core Values

• Trust is paramount. We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.
• Customers are core. We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.
• Innovation never stops, it only accelerates. The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.
• We deliver with agility. We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.
• United by respect. Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.
• Teams make “it” happen. Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.