Customer Success Manager

Keyfactor is a leader in trust infrastructure for AI and machines, assisting enterprises and government agencies in managing cryptographic identities. The Customer Success Manager will execute strategic initiatives to enhance 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

Requirements:

• 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
• Associates degree or equivalent experience in Communications, Business Administration, or related field preferred