Principal Enterprise Customer Success Leader

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

Benefits offered by this job

Health coverage

401K match

Wellness stipend

Development stipend

Vacation and holidays

Parental leave

Commuter benefits

Job summary

Yubico is seeking a Principal Customer Success Manager to join our enterprise‑focused Sales organization. You will guide customers through their YubiKey journey, ensuring measurable value, renewal, and growth across complex accounts.

You will partner with executives and technical teams, lead cross‑functional collaboration, and drive adoption while designing scalable CSM frameworks and playbooks for ongoing success.

Qualifications

• Ten+ years in Customer Success Management
• Ten+ years experience in information technology
• Five+ years experience in security
• Experience managing relationships with large, complex, multi‑geographical enterprises with a technical enterprise product
• Demonstrated ability to lead with Sales, Solutions Engineers, and Professional Services in an internal matrix
• Excellent presentation, communication, and project management skills with C‑level executives
• Ability to guide executive decision making through insight and credible challenge
• Strong problem solving, listening and analytical skills
• Familiarity with CRM tools such as Salesforce, Gainsight, ChurnZero

Responsibilities

• Enable successful rollout of YubiKeys to customer employees with project plans and communications
• Serve as trusted advisor to C‑level executives and technical teams
• Be the partner for customer deployment relating to business, operations and distribution
• Maintain ongoing cadence of customer rollout, adoption and challenges
• Marshal resources across Yubico to support customer requirements
• Act as proxy for CSM leadership in cross‑functional forums and feed insights to Product and GTM
• Own high‑value marquee accounts focusing on retention, renewals, and growth
• Lead escalation management for critical accounts
• Collaborate with Sales and Solutions Engineers on expansion opportunities
• Identify opportunities for customer advocates (testimonials, case studies)
• Coach peers and elevate team capabilities with recurring account trend analysis
• Design scalable CSM frameworks and playbooks to solve operational challenges
• Plan and oversee special projects as needed

Skills

Customer Success

IT experience

Security

Enterprise relationships

Matrix organization

C-level guidance

Communication

Problem solving

Analytical skills

CRM tools

Tools

Salesforce

Gainsight

ChurnZero

Job description

Yubico is seeking a Principal Customer Success Manager to join our enterprise‑focused Sales organization. You will guide customers through their YubiKey journey, ensuring measurable value, renewal, and growth across complex accounts.

You will partner with executives and technical teams, lead cross‑functional collaboration, and drive adoption while designing scalable CSM frameworks and playbooks for ongoing success.