Customer Success Manager

Title: Customer Success Manager Location: Remote, US <p><strong>Description</strong></p> <p>Keeper is hiring driven Customer Success Managers to join a high producing team within our B2B sales division. This can be a 100% remote position from select locations with an opportunity to work a hybrid schedule for candidates based in the Chicago, IL metro area!</p> <p>Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations, globally. Keeper is published in 23 languages and is sold in over 150 countries. Join one of the fastest-growing cybersecurity companies and gain valuable skills while expanding and developing client relationships in this pivotal role!</p> <p><strong>About Keeper Security</strong></p> <p>Keeper Security is transforming cybersecurity for people and organizations globally. Keeper’s intuitive solutions are built with end-to-end encryption to protect every user, on every device, in every location. Our zero-trust privileged access management platform deploys in minutes and seamlessly integrates with any tech stack to prevent breaches, reduce help desk costs and ensure compliance. Trusted by millions of individuals and thousands of organizations, Keeper is the leader for password, passkey and secrets management, privileged access, secure remote access and encrypted messaging. Learn how our zero-trust and zero-knowledge solutions defend against cyber threats at <a href="[apply contact hidden]">KeeperSecurity.com</a>.</p> <p><strong>About the Job</strong></p> <p>Join an elite group of proven performers and highly successful Customer Success professionals. Our team is full of seasoned technologists, with experience selling into SME and Enterprise level accounts. They have a passion for helping companies get the most out of their technology investments and are skilled at identifying new business opportunities and expansion opportunities within named accounts. As a Customer Success Manager, you will work with an established client base and be responsible for growing revenue through these accounts using our industry-leading solutions.</p> <ul> <li>Thrive in a supportive but independent workplace with the opportunity to grow as our organization grows</li> <li>Carry a revenue quota to meet or exceed sales targets within assigned accounts</li> <li>Provide strong interactions with customers at the Senior Management level with support on forming relationships with C level contacts</li> <li>Work with clients to negotiate contract renewals, cross-sells and upsells</li> <li>Work with clients to establish business and technical goals &amp; potential via technical and Quarterly Business Reviews</li> <li>Maintain a structured cadence with named customer accounts, build relationships, present Keeper solutions, troubleshoot challenges, manage issues with the broader Keeper team and close deals</li> <li>Advise customers on best practices for securing and protecting their business against password related breaches</li> <li>Proactively manage the success of a portfolio of assigned Keeper Security customers to deliver consistent value across the entire lifecycle</li> <li>Consistently demonstrate knowledge of Customer Success best practices, stay up to date on trends in the industry, and operate as a Customer Success and Cyber Security advisor to your customers</li> <li>Understand and navigate account procurement practices to negotiate licensing contracts</li> <li>Resolve customer issues, alone and through collaboration with other Keeper Security teams; approach all situations with curiosity and creativity. Resolving customer issues can involve troubleshooting and require deep technical knowledge of our solutions and the Password management space</li> <li>Build strong customer relationships by maintaining high levels of engagement, adoption, and communication; conduct quarterly business reviews to ensure our clients are up to speed on their areas of vulnerability, new product features etc.</li> <li>Become a Keeper Security product expert for your customers; occasionally assist on Sales or Marketing calls/webinars as a CSM &amp; Keeper expert</li> <li>Drive customer advocacy in the form of references, referrals, and case studies</li> <li>Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meet and exceed personal and team quotas</li> <li>Participate in the evolution of Keeper Security’s own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives</li> <li>Contribute towards the development of a strong team environment by upholding high work standards</li> <li>Jump at opportunities to go the extra mile to ensure our customers are supported and successful!</li> </ul> <p><strong>Requirements</strong>&nbsp;</p> <ul> <li>1+ years of experience in Account Management or SaaS Customer Success roles/Sales roles</li> <li>Strong technical knowledge as it pertains to software integrations (SSO, Directory etc), implementation, onboarding &amp; support</li> <li>Motivated by solving problems for customers; demonstrated ability to anticipate challenges before they arise</li> <li>Experience working with and selling to Enterprise organizations, C-level Executives, IT and Cyber Security Executives</li> <li>Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value</li> <li>Energetic and self-motivated; a team player who is also a proactive and creative problem solver</li> <li>Aptitude for learning software; strong with business applications</li> <li>Ability to manage multiple priorities while maintaining strict attention to details. Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations</li> <li>Working knowledge of Salesforce.com</li> <li>Undergraduate degree preferred (BA/BS)</li> <li>Experience working in IAM industry is a plus</li> </ul> <p><strong>Benefits</strong></p> <ul> <li>Medical, Dental &amp; Vision (Inclusive of domestic partnerships)</li> <li>Employer Paid Life Insurance &amp; Employee/Spouse/Child Supplemental life</li> <li>Voluntary Short/Long Term Disability Insurance</li> <li>401k (Roth/Traditional)</li> <li>A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)</li> <li>Above market annual bonuses</li> </ul> <p>Keeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal</p> <p>E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.</p> <p>Classification: Non-Exempt</p><div class="content-conclusion"><p class="pf0"><strong><span class="cf0">Keeper Candidate Privacy Notice</span></strong></p> <p class="pf0"><span class="cf1">This notice explains how Keeper Security processes your personal data during recruitment. Depending on the role and location, the Controller of personal data (the organization responsible for determining why and how personal data is processed) will be Keeper Security Inc. (US), Keeper Security EMEA Ltd. (Ireland), or Keeper Security APAC K.K (Japan).</span></p> <p class="pf0"><span class="cf1"> 1. </span><strong><span class="cf0">Data We Collect</span></strong></p> <p class="pf0"><span class="cf1">Information You provide:</span></p> <ul> <li class="pf1"><span class="cf1">Contact details, CV/resume, cover letter</span></li> <li class="pf1"><span class="cf1">Employment history, qualifications, work eligibility</span></li> <li class="pf1"><span class="cf1">Application responses and uploaded documents</span></li> </ul> <p class="pf0"><span class="cf1">Information We generate:</span></p> <ul> <li class="pf1"><span class="cf1">Interview notes, assessments, communications</span></li> <li class="pf1"><span class="cf1">Scheduling information</span></li> </ul> <p class="pf0"><span class="cf1">Information From Others:</span></p> <ul> <li class="pf1"><span class="cf1">Recruiter/referral information who submit your profile</span></li> <li class="pf1"><span class="cf1">References (with your consent, before final offer)</span></li> <li class="pf1"><span class="cf1">Public professional profiles</span></li> <li class="pf1"><span class="cf1">Background verification (post offer)</span></li> </ul> <p class="pf0"><span class="cf1"> Voluntary Diversity and Equal Opportunity Information</span></p> <ul> <li class="pf1"><span class="cf1">We may ask you to voluntarily provide diversity information including race/ethnicity, gender, disability status and veteran status (US). Providing this information is optional and Keeper collects this data in order to comply with EEOC and similar requirements</span></li> </ul> <p class="pf0"><span class="cf1"> 2. </span><strong><span class="cf0">How We Use Your Data</span></strong></p> <ul> <li class="pf1"><span class="cf1">Assess your application and suitability</span></li> <li class="pf1"><span class="cf1">Manage interviews and recruitment workflow</span></li> <li class="pf1"><span class="cf1">Consider you for other/future roles (we may seek your consent to keep your information on our systems beyond the retention period specified)</span></li> <li class="pf1"><span class="cf1">Comply with employment law obligations</span></li> </ul> <p class="pf0"><span class="cf1"> 3. </span><strong><span class="cf0">Legal Basis</span></strong></p> <ul> <li class="pf1"><span class="cf1">Legitimate Interests (recruitment management, security and integrity of the hiring process)</span></li> <li class="pf1"><span class="cf1">Contracting steps (for progressed candidates)</span></li> <li class="pf1"><span class="cf1">Legal and regulatory compliance obligations; explicit consent where required</span></li> </ul> <p class="pf0"><span class="cf1"> 4. </span><strong><span class="cf0">Who We Share Information With</span></strong></p> <p class="pf0"><span class="cf1">Internal: </span></p> <ul> <li class="pf1"><span class="cf1">HR, hiring managers, interviewers*, IT support for system administration</span></li> </ul> <p class="pf0"><span class="cf1">*Note - diversity and equal opportunity data is not shared with hiring managers.</span></p> <p class="pf0"><span class="cf1">Third Parties:</span></p> <p class="pf0"><span class="cf1">Service providers who assist with:</span></p> <ul> <li class="pf1"><span class="cf1">Applicant tracking, recruitment systems and assessment providers</span></li> <li class="pf1"><span class="cf1">Background verification vendors (post offer)</span></li> <li class="pf1"><span class="cf1">Recruitment agencies (where applicable)</span></li> <li class="pf1"><span class="cf1">Tools to support communication, collaboration and to securely store your data</span></li> </ul> <p class="pf0"><span class="cf1">Keeper ensures that all our third parties are contractually bound to protect your personal data with adequate safeguards in place.</span></p> <p class="pf0"><span class="cf1"> 5. </span><strong><span class="cf0">International Transfers</span></strong></p> <p class="pf0"><span class="cf1">Your data may be accessed by Keeper entities globally as needed for the purposes of hiring and decision making. We protect any such data transfer between Keeper entities using appropriate safeguards under applicable data protection laws. </span></p> <p class="pf0"><span class="cf1">6. </span><strong><span class="cf0">Security</span></strong></p> <p class="pf0"><span class="cf1">We implement appropriate technical and organizational measures to protect your data, consistent with our industry leading security standards.</span></p> <p class="pf0"><span class="cf1">7. </span><strong><span class="cf0">Retention</span></strong></p> <p class="pf0"><span class="cf1">We keep your data for 24 months from your last application activity, then delete or anonymize it. </span></p> <p class="pf0"><span class="cf1">Exceptions:</span></p> <ul> <li class="pf1"><span class="cf1">You opt into our talent database for further retention by providing consent (extended retention)</span></li> <li class="pf1"><span class="cf1">You're hired (transfers to employee records)</span></li> </ul> <p class="pf0"><span class="cf1"> 8. </span><strong><span class="cf0">Your Rights</span></strong></p> <p class="pf0"><span class="cf1">You have the following rights and can contact us at the email below to exercise them:</span></p> <ul> <li class="pf1"><span class="cf1">Access, correct, or delete your data, subject to applicable law and retention requirements</span></li> <li class="pf1"><span class="cf1">Object to or restrict processing</span></li> <li class="pf1"><span class="cf1">Withdraw consent (where applicable)</span></li> <li class="pf1"><span class="cf1">Request data portability</span></li> <li class="pf1"><span class="cf1">Lodge a complaint with your data protection authority</span></li> </ul> <p class="pf0"><span class="cf1">If you become an employee, your rights regarding your employee record are governed by our internal Employee Privacy Notice and certain data will be retained as required under relevant laws such as employment or tax law.&nbsp;</span></p> <p class="pf0"><span class="cf1">When you request access to your personal data, some information may be redacted if it includes the personal data of other individuals or information that we must protect in order to preserve their privacy rights.</span></p> <p class="pf0"><span class="cf1"> 9. </span><strong><span class="cf0">Automated Decisions</span></strong></p> <p class="pf0"><span class="cf1">Keeper does not make hiring decisions using solely automated processing.</span></p> <p class="pf0"><span class="cf1">10. </span><strong><span class="cf0">Contact</span></strong><span class="cf1"> - Candidates can send privacy questions to: [apply contact hidden]</span></p> </div>