Description

About Keeper:

Keeper Security is transforming the way businesses and individuals protect their passwords and sensitive digital assets to significantly reduce cyber theft.  As the leading password security platform, Keeper helps millions of people and thousands of businesses substantially mitigate the risk of a data breach. Keeper is SOC 2 Certified, ISO 27001 Certified and utilizes best-in-class encryption to safeguard its customers.
 

Job Summary:

This role works with new and existing business and enterprise customers to ensure that they are successfully using and delighted by Keeper Security products.  The strategic Customer Success Manager will oversee our customers throughout their lifecycle, including supporting their initial onboarding, expanding the user base, and upselling add-ons.   You will be responsible for effectively onboarding these accounts onto our platform, spur usage in the early stages and ongoing, and build high customer satisfaction. You will work with your accounts actively to drive adoption, as well as act as the voice of your customers internally at Keeper Security. Creative, energetic and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies stay and grow with Keeper. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and then communicating that product to the users.

Responsibilities:

• Manage all post-sales activities for Keeper’s top business and enterprise customers through strong relationship-building, product knowledge, planning and execution

• Work with customers to build a success plan that maximizes how Keeper will address their challenges in current and future states

• Over-achieve revenue targets on a monthly and quarterly basis

• Identify and measure metrics for success, reporting on progress and identifying account roadblocks during regular business reviews

• Ensure that a plan is in place with each customer for deployment, change management and adoption programs

• Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews

• Track accounts to identify churn risk and work actively to eliminate that risk

• Work closely with Product and Engineering on identification and tracking of product improvement requests and bugs

• Function as the customer advocate and provide internal feedback on how Keeper can better serve our business and customers

Minimum Qualifications:

• Bachelor's degree in Business or Engineering or equivalent experience

• 3+ Years Prior account management experience

• Strong communication skills and technical aptitude

• Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus

Qualifications

Preferred Requirements:

• Demonstrated ability to manage and develop relationships

• Ability to take initiative, operate as an owner and be proactive

• Superior communication skills - written, verbal, and interpersonal. 

• Strong analytical skills, attention to detail and an ability to translate data into actionable recommendations

• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation

• Enjoys working closely with customers to ensure complete satisfaction