customer support
Posted May 22Manager, Customer Success Management (AMER)
at Keeper.app
United StatesHybrid
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
- Collaborate with Customer Support to ensure accurate and complete on-boarding of new clients and lanes
- 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
- Drive a high-energy, positive sales culture that motivates the team to perform at their best
- Proven track record of meeting or exceeding sales targets held by a sales team
- Manage interviews and recruitment workflow
- Lodge a complaint with your data protection authority
Requirements
- Its core offering, KeeperPAM®, is an AI-enabled, cloud-native platform that protects all users, devices and infrastructure from cyber attacks.
- Maintain a deep understanding of Keeper’s product offerings, customer needs, and market dynamics
- experience in full cycle SaaS sales (with a focus on upselling and expansion), IAM or cybersecurity experience is required
- Strong knowledge of SaaS sales processes, expansions, renewals and CRM systems, Salesforce experience preferred
- Strong leadership, communication, and interpersonal skills, with the ability to inspire, mentor and develop a team
- Ability to adapt in a fast-paced, ever-changing market environment
- Strong problem-solving skills, with the ability to handle challenges and find creative solutions
- Bachelor's degree in Business, Marketing, or a related field Benefits
- Providing this information is optional and Keeper collects this data in order to comply with EEOC and similar requirements
Experience
- 3+ years of proven full cycle sales leadership, team lead or management experience
Benefits
- Medical, Dental & Vision (Inclusive of domestic partnerships)
- Employer Paid Life Insurance & Employee/Spouse/Child Supplemental life
- Voluntary Short/Long Term Disability Insurance
- 401k (Roth/Traditional)
- A generous PTO plan that celebrates your commitment and seniority (including paid Bereavement/Jury Duty, etc)
Contact
- Learn why Keeper is trusted by leading organizations to defend against modern adversaries at KeeperSecurity.com . About the Role
Additional details
- 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.
- 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