Customer Success Manager

The Customer Success Manager is responsible for executing strategic initiatives to maximize 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.

Minimum Qualifications, Education, and Skills

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