Be the trusted partner for the customer on YubiKey deployment as it relates to business, operations, and distribution matters
Drive retention, renewals, and growth among named customer accounts by understanding their business needs and helping them succeed in utilizing Yubico products and services
Collaborate closely with Sales and Solutions Engineers to identify and execute on revenue expansion opportunities
Enable successful roll-out of YubiKeys to customer employees, including the development of project plans, brainstorming ideas for communications, and tracking distribution to end users
Maintain an ongoing cadence of communication with customers about their roll-out, adoption, and challenges throughout their customer journey
Identify opportunities for customers to act as Yubico advocates (e.g. testimonials, case studies)
Partner with internal Operations and Logistics teams to navigate global hardware deployment, custom requests, and supply chain timelines for enterprise clients
Marshall resources across Yubico as needed to support customers requirements

3+ years of customer success or account management experience
Experience in working with complex, multi-divisional, multi-geographical customers
Proven track record of working in a customer facing role
Proven project management skills with ability to manage multiple simultaneous tasks and prioritize/re-prioritize as necessary
Excellent problem-solving abilities and ability to communicate clearly, both written and oral
Excellent presentation skills and ability to speak to multiple audiences (ie: exec, business, technical)
Driven, self-motivated, enthusiastic, and with a “can do” attitude
Flexible approach, able to operate effectively with uncertainty and change
Have, or be willing to learn, basic technical terminology and platforms used in Identity Access Management and Authentication
Experience working in Cybersecurity, Identity and Access Management (IAM), or SaaS environments a plus
Proficiency with modern CS and CRM tools (e.g., Salesforce, Gainsight, ChurnZero)

Health coverage. We’ve got you covered with top of the line health plans, including dental and vision. We pay 100% of your premium and 85% for your family.
Retirement plan. Our retirement plan includes a 401K dollar per dollar match up to 6% with a cap of $6K/year. Immediate vesting.
Wellness reimbursement. We offer $1,200.00 in wellness earnings (prorated based on start date) that you can use on your gym membership, a massage, or your favorite online fitness classes. This is a taxable benefit if you choose to participate.
Learning and development. We encourage your professional growth and offer a yearly development stipend of $3,000 and mentorship program.
Time off. We offer a total of 15 vacation days plus 10 holidays, and 7 sick days a year.
Paid parental leave. We love welcoming new family members to our YubiTeam! All parents receive 8 weeks of paid leave. Birthing parents receive an additional 8 weeks of paid leave (16 weeks total).
Commuter Benefits. If you need to commute to the office, we offer commuter benefits.
Strong mission & company values. We’re a global team on a global mission to make the internet more secure for everyone. We believe that every person’s work matters. That you should always be nice, stay humble, and have fun, and never take yourself too seriously.

Customer Success Manager

Key skills