Customer Success Manager, EMEA

Keeper is hiring a driven Customer Success Manager to join a high producing team within our B2B sales division. Qualified candidates must permanently reside in Ireland. This is a hybrid position for those living within a commutable distance to our Cork, Ireland office, or fully remote for those living outside a commutable distance. As a Customer Success Manager, you will work with an established client base and be responsible for growing revenue through these accounts using our industry-leading solutions.

Responsibilities

Work with an established client base and be responsible for growing revenue through these accounts using our industry-leading solutions; Meet or exceed sales targets within SMB Cohort; 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 & 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 Customer Success best practices, stay up to date on trends in the industry, and operate as a Customer Success 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 our 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 CSM & Keeper expert; Drive customer advocacy in the form of references, referrals, and case studies; Perform data-driven reviews and analysis on customer portfolio to prioritise 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 Customer Success programs and processes; insist on excellence in our own Customer Success initiatives; Act as a subject matter expert on all Keeper products, staying knowledgeable and up-to-date on changes, updates, and new products; 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 Account Management or SaaS Customer Success roles/Sales roles; Strong technical knowledge as it pertains to software integrations (SSO, Directory etc), implementation, onboarding & support; Motivated by solving problems for customers; demonstrated ability to anticipate challenges before they arise; Experience working with and selling to Enterprise organisations, C-level Executives, IT and Cyber Security Executives; Unrivaled sense of autonomy, ownership, and dedication to helping customers realise 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 details. 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.com

Nice to have

Undergraduate degree preferred (BA/BS); Experience working in IAM industry is a plus

Benefits

Onsite lunches; Private healthcare (no wait period); Pension contribution (no wait period); Sick Pay; Bike-to-Work Scheme (if local)