Customer Success Manager

At Yubico, we offer:

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. Additionally, Yubico donates YubiKeys to organizations in need all over the world (you can read more about our work here).

The Role

Yubico is seeking a 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.

As a 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, retention, and renewal.

Tasks and Responsibilities:

• 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 customers

• Marshal resources across Yubico as needed to support customers requirements

Basic Qualifications:

A successful candidate should meet the following qualification requirements:

• Three or more years’ experience in Customer Success Management or Account Management in information technology

• 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 (i.e.,: 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)