Principal Customer Success Manager

About the role

Yubico is seeking a Principal Customer Success Manager to join our talented and growing Sales organization. This is an ideal opportunity for individuals who have had experience with enterprise customers and maintaining and growing strong relationships across business lines. The Principal CSM role is essential in ensuring the support and happiness of our customers. As a Principal CSM, you will be responsible for assisting customers through their entire Yubico journey from start to finish. Through your partnership, customers will acquire measurable value from their investment in Yubico products, leading to success, expansion, and renewal.

Responsibilities

• Enable successful roll-out of YubiKeys to customer employees, including the development of project plans, brainstorming ideas for communications, and tracking distribution to end users
• Serve as a trusted advisor to C-level executives, program leaders, and technical teams, providing strategic guidance and thought leadership
• Be the trusted partner for the customer on YubiKey deployment as it relates to business, operations, and distribution matters
• Maintain an ongoing cadence of communicating with customers about their roll-out, adoption, and challenges throughout their customer journey
• Marshall resources across Yubico as needed to support customers requirements
• Act as a proxy for CSM Leadership in cross-functional forums and channel enterprise market insights directly into Product and GTM strategies
• Own Yubico’s highest-value marquee accounts and drive retention, renewals, and growth by understanding their business needs and helping them succeed in utilizing Yubico products and services
• Serve as the primary buffer and resolution lead for critical account escalations before manager intervention
• Collaborate closely with Sales and Solutions Engineers to identify and execute on revenue expansion opportunities
• Identify opportunities for customers to act as Yubico advocates (e.g. testimonials, case studies)
• Act as the ultimate subject matter expert, role model, and trusted advisor within the CSM organization, tracking recurring account trends to coach peers and elevate overall team capabilities
• Design and roll out scalable CSM frameworks, curricula, and playbooks that solve systemic operational challenges and offload leadership burden
• Plan and oversee special projects when non-standard account needs arise

Basic Qualifications

• One or more of the following:
  • Ten (10) years’ or more experience in Customer Success Management
  • Ten (10) years’ experience in information technology
  • Five (5) with years’ experience in security
• Experience managing relationships with large, complex, multi-geographical enterprises with a technical enterprise product
• Demonstrable track record of working and leading within an internal matrix account team consisting of Sales, Solutions engineers, and Professional Services all interacting with accounts
• Possess exceptional presentation, communication, and project management skills, particularly when engaging with C-level executives to align technical goals with business value
• Guide executive decision making through insight and credible challenge when necessary
• Excellent problem-solving abilities and ability to clearly articulate issues and solutions cross functionally, both internally and externally
• Have strong listening and analytical skills with the demonstrated ability to ask effective questions, dive deep, understand the customer’s business priorities, and anticipate their needs
• Driven, self-motivated, enthusiastic, and with a “can do” attitude
• Flexible approach, able to operate effectively with uncertainty and change
• Familiarity with or ability to rapidly master the technical terminology and platforms used in Identity Access Management and Authentication
• Proficiency with modern Customer Success and CRM tools (e.g., Salesforce, Gainsight, ChurnZero)

Benefits

• Health coverage: top of the line health plans, including dental and vision; Yubico pays 100% of your premium and 85% for your family
• Retirement plan: 401K dollar per dollar match up to 6% with a cap of $6K/year; immediate vesting
• Wellness reimbursement: $1,200.00 in wellness earnings (prorated based on start date) for gym memberships, massages, or online fitness classes (taxable benefit)
• Learning and development: yearly development stipend of $3,000 and mentorship program
• Time off: 15 vacation days, 10 holidays, and 7 sick days per year
• Paid parental leave: 8 weeks for all parents; birthing parents receive an additional 8 weeks (16 weeks total)
• Commuter benefits for office commutes

Pay

Salary Pay Range: $180,000 USD – $195,000 USD (for a candidate located in the San Francisco Bay Area; ranges for other locations are based on Radford McLagan Compensation Database from Aon and final compensation considers job-related knowledge, skills, and experience).