Manager, Customer Success Management (AMER)

Description

Keeper Security is hiring an experienced and execution-oriented Manager of Customer Success Management to lead a team of high producing CSMs within our B2B, AMER sales division. This is a 100% remote position from select locations, with an opportunity to work a hybrid schedule for candidates based in the Chicago, IL metro area.

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 be responsible for overseeing day-to-day sales activities, inspiring achievement of sales targets, and ensuring our sales processes are optimized to drive growth.

About Keeper

Keeper Security is one of the fastest-growing cybersecurity software companies that protects thousands of organizations and millions of people in over 150 countries. Keeper is a pioneer of zero-knowledge and zero-trust security built for any IT environment. Its core offering, KeeperPAM®, is an AI-enabled, cloud-native platform that protects all users, devices and infrastructure from cyber attacks. Recognized for its innovation in the Gartner Magic Quadrant for Privileged Access Management (PAM), Keeper secures passwords and passkeys, infrastructure secrets, remote connections and endpoints with role-based enforcement policies, least privilege and just-in-time access. Learn why Keeper is trusted by leading organizations to defend against modern adversaries at KeeperSecurity.com .

About the Role

The Manager of Customer Success Management, AMER will be responsible for managing a group of North America's CSM team. This is a hands-on sales management position, responsible for contributing to predictable existing sales velocity and the professional development of high-performing sales representatives on the team. You will manage the team responsible for client health and adoption of our cloud-based, award-winning cybersecurity platform. This is a strategic role within the company, with many touchpoints in the field (both pre and post-sale) as well as internal facing with product management and marketing.

Responsibilities

Lead, manage and motivate a team of Customer Success Managers focused on actioning renewals, expansions and upsells and driving revenue growth

Drive revenue retention via a highly efficient, scalable customer renewal engine

Generate incremental bookings within existing accounts from subscription expansion and upsell of add-on portfolio products

Help directly manage Tier 1, high priority client relationships

Collaborate with Customer Support to ensure accurate and complete on-boarding of new clients and lanes

Partner with Sales to develop strategies and team goals to improve product penetration rates and expand Keeper’s footprint within existing customer portfolio

Proactively monitor assigned client health through quantitative and qualitative means

Own the optimization of contracts and other documents supporting renewals

Scale, recruit, mentor and grow the account management team, ensuring the right structure, talent and processes are in place for success

Develop and implement sales strategies to meet and exceed monthly and quarterly sales targets

Monitor and manage individual and team performance, providing coaching, training, and feedback to enhance productivity

Conduct regular one-on-one meetings with sales reps to review performance, troubleshoot challenges, and strategize for success

Join customer calls alongside sales reps to provide strategic support, assist in advancing deals toward closure, and deliver real-time coaching to optimize sales conversations and outcomes

Analyze sales data to identify trends, opportunities, and areas for improvement, ensuring accurate forecasting and reporting

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

Continuously refine and optimize sales processes and tools to improve efficiency and effectiveness

Maintain a deep understanding of Keeper’s product offerings, customer needs, and market dynamics

Drive a high-energy, positive sales culture that motivates the team to perform at their best

Ability to travel to and from customer meetings (locally, nationally, and internationally) rent and/or operate a vehicle on behalf of the company

Requirements

4+ years of experience in full cycle SaaS sales (with a focus on upselling and expansion), IAM or cybersecurity experience is required

3+ years of proven full cycle sales leadership, team lead or management experience

Proven track record of meeting or exceeding sales targets held by a sales team

Strong knowledge of SaaS sales processes, expansions, renewals and CRM systems, Salesforce experience preferred

Ability to construct, present and execute territory-level sales strategies

Strong leadership, communication, and interpersonal skills, with the ability to inspire, mentor and develop…