Manager, Customer Success Management – AMER

Role Overview

• 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
• Help directly manage Tier 1, high priority client relationships
• Collaborate with Customer Support to ensure accurate and complete on-boarding of new clients and lanes
• Partner with Sales to develop strategies and team goals to improve product penetration rates and expand Keeper’s footprint within existing customer portfolio
• 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
• Maintain a deep understanding of Keeper’s product offerings, customer needs, and market dynamics
• Drive a high-energy, positive sales culture that motivates the team to perform at their best
• Ability to travel to and from customer meetings (locally, nationally, and internationally) & rent and/or operate a vehicle on behalf of the company

Requirements

• 4+ years of experience in full cycle SaaS sales (with a focus on upselling and expansion), IAM or cybersecurity experience is required
• 3+ years of proven full cycle sales leadership, team lead or management experience
• Proven track record of meeting or exceeding sales targets held by a sales team
• Strong knowledge of SaaS sales processes, expansions, renewals and CRM systems, Salesforce experience preferred
• Ability to construct, present and execute territory-level sales strategies
• Strong leadership, communication, and interpersonal skills, with the ability to inspire, mentor and develop a team
• Data-driven mindset with experience analyzing sales metrics to drive decision-making
• 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
• Ability to travel up to 20% of the time
• Bachelor's degree in Business, Marketing, or a related field.

Tech Stack

• Cyber Security

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)