Customer Success Manager, SLED

Keeper is hiring a driven, SLED focused Customer Success Manager to join a high producing team within our 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 our 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 is 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 Keeper Security

Keeper Security is transforming cybersecurity for thousands of organizations globally. Built with end-to-end encryption, Keeper's intuitive cybersecurity platform is trusted by federal agencies including the Departments of Justice and Energy to protect every user, on every device, in every location. Our patented zero-trust and zero-knowledge privileged access management solution unifies enterprise password, secrets and connections management with zero-trust network access and remote browser isolation. Keeper is FedRAMP and GovRAMP Authorized, SOC 2 compliant, FIPS 140-3 validated, as well as ISO 27001, 27017 and 27018 certified. Learn how Keeper can defend your organization against today’s cyber threats at KeeperSecurity.com.

About the Role

Join an elite group of proven performers and highly successful Customer Success professionals. Our team is full 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 our 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 & 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 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 Customer Success Manager & 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 our 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 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 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 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
• Due to this role’s involvement in FedRAMP, all applicants must be a “US Person”
• Undergraduate degree preferred (BA/BS)
• Experience working in IAM industry is a plus
• Familiarity with FedRAMP, GovCloud, and/or classified networks is a plus

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)

Keeper Security, Inc. is an equal opportunity employer and participant in the U.S. Federal E-Verify program. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Classification: Non-Exempt

 

Keeper Candidate Privacy Notice

This notice explains how Keeper Security processes your personal data during recruitment. Depending on the role and location, the Controller of personal data (the organization responsible for determining why and how personal data is processed) will be Keeper Security Inc. (US), Keeper Security EMEA Ltd. (Ireland), or Keeper Security APAC K.K (Japan).

1. Data We Collect

Information You provide:

• Contact details, CV/resume, cover letter
• Employment history, qualifications, work eligibility
• Application responses and uploaded documents

Information We generate:

• Interview notes, assessments, communications
• Scheduling information

Information From Others:

• Recruiter/referral information who submit your profile
• References (with your consent, before final offer)
• Public professional profiles
• Background verification (post offer)

Voluntary Diversity and Equal Opportunity Information

• We may ask you to voluntarily provide diversity information including race/ethnicity, gender, disability status and veteran status (US). Providing this information is optional and Keeper collects this data in order to comply with EEOC and similar requirements

2. How We Use Your Data

• Assess your application and suitability
• Manage interviews and recruitment workflow
• Consider you for other/future roles (we may seek your consent to keep your information on our systems beyond the retention period specified)
• Comply with employment law obligations

3. Legal Basis

• Legitimate Interests (recruitment management, security and integrity of the hiring process)
• Contracting steps (for progressed candidates)
• Legal and regulatory compliance obligations; explicit consent where required

4. Who We Share Information With

Internal:

• HR, hiring managers, interviewers*, IT support for system administration

*Note - diversity and equal opportunity data is not shared with hiring managers.

Third Parties:

Service providers who assist with:

• Applicant tracking, recruitment systems and assessment providers
• Background verification vendors (post offer)
• Recruitment agencies (where applicable)
• Tools to support communication, collaboration and to securely store your data

Keeper ensures that all our third parties are contractually bound to protect your personal data with adequate safeguards in place.

5. International Transfers

Your data may be accessed by Keeper entities globally as needed for the purposes of hiring and decision making. We protect any such data transfer between Keeper entities using appropriate safeguards under applicable data protection laws.

6. Security

We implement appropriate technical and organizational measures to protect your data, consistent with our industry leading security standards.

7. Retention

We keep your data for 24 months from your last application activity, then delete or anonymize it.

Exceptions:

• You opt into our talent database for further retention by providing consent (extended retention)
• You're hired (transfers to employee records)

8. Your Rights

You have the following rights and can contact us at the email below to exercise them:

• Access, correct, or delete your data, subject to applicable law and retention requirements
• Object to or restrict processing
• Withdraw consent (where applicable)
• Request data portability
• Lodge a complaint with your data protection authority

If you become an employee, your rights regarding your employee record are governed by our internal Employee Privacy Notice and certain data will be retained as required under relevant laws such as employment or tax law. 

When you request access to your personal data, some information may be redacted if it includes the personal data of other individuals or information that we must protect in order to preserve their privacy rights.

9. Automated Decisions

Keeper does not make hiring decisions using solely automated processing.

10. Contact - Candidates can send privacy questions to: privacy@keepersecurity.com