Customer Success Lead - Trust & Growth Advocate

Coinscapture; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Global benefits coverage

Paid parental leave

Volunteer days

Wellbeing resources

Job summary

Keyfactor is seeking a mid-level Customer Success Manager to maximize customer satisfaction and retention through proactive engagement and alignment with company goals. The role involves collaborating with multiple departments, understanding clients' objectives, and guiding efforts to reduce churn while identifying upsell opportunities.

You will work in a fast-paced environment, comfortable with changing priorities, and capable of mentoring junior team members.

Qualifications

• Associates degree or equivalent experience in Communications, Business Administration, or related field preferred.
• Experience in roles focused on customer advocacy or customer service.
• Comprehensive understanding of IT products and services with industry dynamics.
• Strong knowledge of Microsoft operating systems and related software products.
• Efficient use of Microsoft Windows and Office applications.
• Professional oral and written communication skills.
• Strong organizational skills and effective multitasking.
• Successful collaboration skills in team environments.
• Demonstrates self-motivation and efficient project completion.
• Thrives in fast-paced, deadline-oriented environments.
• Proficient in influencing, motivating, and leading team members.
• Establishes strong rapport and trust with colleagues and clients.

Responsibilities

• Execute strategic initiatives to maximize customer satisfaction and retention.
• Lead efforts to optimize customer outcomes through proactive engagement.
• Align customer success strategies with Keyfactor's overall goals and objectives.
• Develop a proficient understanding of customers' business objectives and Keyfactor's solutions.
• Collaborate proficiently with various departments in Keyfactor to support customer needs.
• Identify potential upsell or expansion opportunities with minimal guidance.
• Monitor customer activities independently to assess the risk of non-renewal and develop mitigation strategies.
• Coordinate internal resources effectively to resolve customer queries and issues.
• Act as a representative of customer perspectives to guide CSM leadership.
• Provide direction and training to junior CSM team members, contributing to training curriculum.

Skills

Customer advocacy

Communication skills

Organization

Multitasking

Team collaboration

Self-motivation

Deadline-driven

Influencing

Education

Associate degree or equivalent

Tools

Microsoft Windows

Microsoft Office

Job description

Keyfactor is seeking a mid-level Customer Success Manager to maximize customer satisfaction and retention through proactive engagement and alignment with company goals. The role involves collaborating with multiple departments, understanding clients' objectives, and guiding efforts to reduce churn while identifying upsell opportunities.

You will work in a fast-paced environment, comfortable with changing priorities, and capable of mentoring junior team members.