SLED Focused Customer Success Manager

Keeper is hiring a driven, SLED focused Customer Success Manager to join a high-producing team within their B2B sales division. This is a 100% remote position from select locations with an opportunity to work a hybrid schedule for candidates who live near their global headquarters in Chicago.

Keeper’s cybersecurity software is trusted by millions of people and thousands of organizations globally. Keeper is published in 23 languages and 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!

About the Role

Join an elite group of proven performers and highly successful Customer Success professionals. Our team consists 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 SLED focused Customer Success Manager, you will work with an established client base within the public sector, concentrating on SLED organizations, and be responsible for growing revenue through these accounts using their industry-leading solutions.

Responsibilities

• Thrive in a supportive but independent workplace with the opportunity to grow as our organization grows
• Carry a revenue quota to meet or exceed sales targets within assigned accounts
• Provide strong interactions with customers at the Senior Management level, with support on forming relationships with C-level contacts
• Work with clients to negotiate contract renewals, cross-sells, and upsells
• Work with clients to establish business and technical goals and potential via technical and Quarterly Business Reviews
• 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
• Advise customers on best practices for securing and protecting their business against password-related breaches
• Proactively manage the success of a portfolio of assigned Keeper Security customers to deliver consistent value across the entire lifecycle
• Consistently demonstrate knowledge of Account Management best practices, stay up-to-date on trends in the industry, and operate as an Account Manager and Cyber Security advisor to your customers
• Understand and navigate account procurement practices to negotiate licensing contracts
• 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 their solutions and the Password management space
• 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.
• Become a Keeper Security product expert for your customers; occasionally assist on Sales or Marketing calls/webinars as a Customer Success Manager and Keeper expert
• Drive customer advocacy in the form of references, referrals, and case studies
• 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
• Participate in the evolution of Keeper Security’s own Account Management programs and processes; insist on excellence in their own AM initiatives
• Contribute towards the development of a strong team environment by upholding high work standards
• Jump at opportunities to go the extra mile to ensure our customers are supported and successful!

Requirements

• 1+ years of experience in full-cycle SaaS sales or Customer Success Management (with a focus on upselling and expansion)
• 1+ years of SLED sales experience within software or tech sales
• Strong technical knowledge as it pertains to software integrations (SSO, Directory), implementation, onboarding, and support
• Motivated by solving problems for customers; demonstrated ability to anticipate challenges before they arise
• Experience working with and selling to Enterprise organizations, C-level Executives, IT, and Cyber Security Executives
• Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value
• Energetic and self-motivated; a team player who is also a proactive and creative problem solver
• Aptitude for learning software; strong with business applications
• Ability to manage multiple priorities while maintaining strict attention to detail. Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations
• Working knowledge of Salesforce
• Due to this role’s involvement in FedRAMP, all applicants must be a “US Person”
• Undergraduate degree preferred (BA/BS)
• Experience working in the IAM industry is a plus
• Familiarity with FedRAMP, GovCloud, and/or classified networks is a plus