Principal Customer Success Manager

Yubico; Washington (District of Columbia); Hybrid; USD 180,000 - 195,000; Full time

Benefits offered by this job

Health coverage

401K with match

Wellness stipend

Professional development stipend

Generous time off

Paid parental leave

Commuter benefits

Values-driven culture

Job summary

Yubico is seeking a Principal Customer Success Manager to join our Sales organization. You will manage enterprise accounts, ensuring customer success and driving renewal and growth across business lines.

You will engage with C-level executives, program leaders, and technical teams to deliver strategic guidance, coordinate cross-functional resources, and advocate for customer value throughout the YubiKey journey.

Qualifications

• Ten (10) years’ or more experience in Customer Success Management.
• Ten (10) years’ experience in information technology.
• Five (5) with years’ experience in security.
• Experience managing relationships with large, complex, multi-geographical enterprises with a technical enterprise product.
• Demonstrable track record of working and leading within an internal matrix account team with Sales, Solutions engineers, and Professional Services.
• Exceptional presentation, communication, and project management skills with C-level executives.

Responsibilities

• Enable roll-out of YubiKeys to customer employees with project plans and communications.
• Serve as trusted advisor to C-level executives and technical teams.
• Act as primary liaison for customer roll-out, adoption, and challenges.
• Maintain ongoing cadence of communications throughout the journey.
• Collaborate with Sales and Solutions Engineers to identify revenue expansions.
• Own marquee accounts and drive retention, renewals, and growth.
• Lead cross-functional forums and translate insights into product/GTM strategies.
• Design scalable CSM frameworks and playbooks.

Skills

Customer Success

Enterprise accounts

Executive communication

CRM tools

Cross-functional collaboration

Problem solving

Relationship management

Strategic guidance

Tools

Salesforce

Gainsight

ChurnZero

Job description

Meet Yubico

Yubico is a global leader in identity security and creator of the YubiKey, the original hardware-backed passkey. We are publicly traded on Nasdaq Stockholm; our global footprint includes headquarters in Stockholm, Sweden, Silicon Valley, California; and Singapore.

Why Join Our Mission?

At Yubico, we are guided by a shared belief that your work matters. We operate under a cultural philosophy of Speed with Integrity, pushing the boundaries of technology to secure the AI frontier—protecting both human and agentic AI interactions and leading the transition to post-quantum cryptography. In everything we do, we live by our core values:

• Battle Friction: We constantly look for new ways to simplify our products, our work, and the user experience.
• Inspire Higher: We think big, champion the open internet, and strive to do the right thing even when it is difficult.
• One Team: We are open, responsive, and collaborative, overcoming challenges and celebrating our successes together.

Aligned with our commitment to open standards, we foster a thriving builder ecosystem through the Yubico Developer Program, offering free open-source repositories, libraries, and SDKs to help developers rapidly integrate strong hardware authentication into any application. Through close collaborations with technical partners like Google, Microsoft, and Amazon, as well as newer frontiers like OpenAI, we continue to shape a safer digital world while donating security keys to protect vulnerable communities, journalists, and humanitarian groups worldwide through our Secure it Forward program.

At Yubico, we offer:

Freedom and Flexibility: At Yubico, we want you to be your most productive selves whether you decide to work 100% from home or choose to work hybrid/onsite. The way we balance the fast-paced demands of a high-growth company and sustainability is making rest a priority.

Yubico Values: We work to ensure that our employees have an open space to have their voices amplified to create a workplace where everyone feels like they belong. In support of this, our employees have created some pretty cool Employee Resource Groups that foster inclusion, help build community and connection across Yubico which all employees are welcome to join. Additionally, Yubico donates YubiKeys to organizations in need all over the world (you can read more about our work here).

Social Connection: Relationships and connectedness matter, and we love spending time with our team! Our virtual workspace keeps us connected day-to-day whether it's through Yubico celebrating wins or our buzzing Slack communities. Check out our Life at Yubico Page on LinkedIn and our awards here.

The Role:

Yubico is seeking a Principal Customer Success Manager to join our talented and growing Sales organization. This is an ideal opportunity for individuals who have had experience with enterprise customers and maintaining and growing strong relationships across business lines. The Principal CSM role is essential in ensuring the support and happiness of our customers.

As a Principal CSM, you will be responsible for assisting customers through their entire Yubico journey from start to finish. Through your partnership, customers will acquire measurable value from their investment in Yubico products, leading to success, expansion, and renewal.

Tasks & Responsibilities:

• 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
• Serve as a trusted advisor to C-level executives, program leaders, and technical teams, providing strategic guidance and thought leadership
• Be the trusted partner for the customer on YubiKey deployment as it relates to business, operations, and distribution matters
• Maintain an ongoing cadence of communicating with customers about their roll-out, adoption, and challenges throughout their customer journey
• Marshall resources across Yubico as needed to support customers requirements
• Act as a proxy for CSM Leadership in cross-functional forums and channel enterprise market insights directly into Product and GTM strategies
• Own Yubico’s highest-value marquee accounts and drive retention, renewals, and growth by understanding their business needs and helping them succeed in utilizing Yubico products and services
• Serve as the primary buffer and resolution lead for critical account escalations before manager intervention
• Collaborate closely with Sales and Solutions Engineers to identify and execute on revenue expansion opportunities
• Identify opportunities for customers to act as Yubico advocates (e.g. testimonials, case studies)
• Act as the ultimate subject matter expert, role model, and trusted advisor within the CSM organization, tracking recurring account trends to coach peers and elevate overall team capabilities
• Design and roll out scalable CSM frameworks, curricula, and playbooks that solve systemic operational challenges and offload leadership burden
• Plan and oversee special projects when non-standard account needs arise

Basic Qualifications:

• Ten (10) years’ or more experience in Customer Success Management
• Ten (10) years’ experience in information technology
• Five (5) with years’ experience in security
• Experience managing relationships with large, complex, multi-geographical enterprises with a technical enterprise product
• Demonstrable track record of working and leading within an internal matrix account team consisting of Sales, Solutions engineers, and Professional Services all interacting with accounts
• Possess exceptional presentation, communication, and project management skills, particularly when engaging with C-level executives to align technical goals with business value
• Guide executive decision making through insight and credible challenge when necessaryExcellent problem-solving abilities and ability to clearly articulate issues and solutions cross functionally, both internally and externally
• Have strong listening and analytical skills with the demonstrated ability to ask effective questions, dive deep, understand the customer’s business priorities, and anticipate their needs
• Driven, self-motivated, enthusiastic, and with a "can do" attitude
• Flexible approach, able to operate effectively with uncertainty and change
• Familiarity with or ability to rapidly master the technical terminology and platforms used in Identity Access Management and Authentication
• Proficiency with modern Customer Success and CRM tools (e.g., Salesforce, Gainsight, ChurnZero)

Our U. S. benefits are designed for your overall well-being:

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.

Salary Pay Range: $180,000 — $195,000 USD

We are an equal opportunity employer, we value diversity and uphold an inclusive environment where all people feel that they are equally respected and valued. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity or expression, age, marital status, religion, national origin, disability, protected Veteran status or any other characteristic protected by law. We'd love to learn about what you can add to our diverse team. We are an E-Verify Participating Employer.

Personal data submitted through this form is used for managing Yubico’s recruitment activities, which include facilitating any application you make, setting up and conducting interviews and tests for applicants, evaluating and assessing results and selecting candidates, and as otherwise needed in our recruitment and onboarding processes. The use of your personal data may also be necessary prior to entering into a contract with you (that is prior to offering you a job with Yubico). Your personal data will only be used for the purposes for which it was collected and in accordance with the Yubico Privacy Notice. We only keep your personal data for as long as necessary and in compliance with Yubico’s record retention policies. If you have asked us to, we will keep you informed of other opportunities at Yubico. We do this in various ways, including email and by phone. If at any time you do not want us to contact you or use your information as described herein please contact us at [e-mail] to let us know and we will delete all such information. Providing your personal data is voluntary, but necessary to join our talent community, and if you do not agree to provide your data, we will not be able to consider you as part of our talent community.

As part of providing the requested service, we will transfer your data to be processed by Greenhouse Software Inc.,a service provider contracted by Yubico AB and/or its subsidiaries that meets legally mandated privacy requirements. The Yubico Privacy Notice offers more information about Yubico privacy practices, including the lawful basis for processing of personal data, how to lodge a complaint with the supervisory authority, and how to contact Yubico to exercise your data subject rights. In this notice, when we refer to "Yubico", "us", "we" or "our", we mean the Yubico group company or companies that you apply to, or correspond with, and which are responsible for any personal data collected about you.