Manager, Customer Success Management (EMEA)

Description

Keeper Security is hiring an experienced and execution-oriented Manager of Customer Success Management to lead a team of high producing CSMs within our B2B, EMEA sales division. Qualified candidates must permanently reside in Ireland. This is a hybrid position for those living within a commutable distance to our Cork, Ireland office, or fully remote for those living outside a commutable distance.

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 be responsible for overseeing day-to-day sales activities, inspiring achievement of sales targets, and ensuring our sales processes are optimized to drive growth.

About Keeper

Keeper Security is a leading cybersecurity software company that protects thousands of organizations and millions of people in more than 150 countries. Keeper delivers a powerful zero-trust and zero-knowledge solution built to meet the stringent requirements of public sector IT environments. Its flagship offering, KeeperPAM, is an AI-enabled, cloud-native platform that protects users, devices and critical infrastructure from cyber attacks. Recognized in the Gartner Magic QuadrantTM for Privileged Access Management (PAM), Keeper combines robust compliance with unmatched visibility and control. With industry-leading certifications, Keeper provides the security assurance public sector organizations require. Learn why agencies trust Keeper to defend against today's sophisticated adversaries at KeeperSecurity.com.

About the Role

The Manager of Customer Success Management will be responsible for managing a high performing CSM team. This is a hands-on sales management position, responsible for contributing to predictable existing sales velocity and the professional development of high-performing sales representatives on the team. You will manage the team responsible for client health and adoption of our cloud-based, award-winning cybersecurity platform. This is a strategic role within the company, with many touchpoints in the field (both pre and post-sale) as well as internal facing with product management and marketing.

Responsibilities

• Lead, manage and motivate a team of Customer Success Managers focused on actioning renewals, expansions and upsells and driving revenue growth
• Drive revenue retention via a highly efficient, scalable customer renewal engine
• Generate incremental bookings within existing accounts from subscription expansion and upsell of add-on portfolio products
• Help directly manage Tier 1, high priority client relationships
• Collaborate with Customer Support to ensure accurate and complete on-boarding of new clients and lanes
• Partner with Sales to develop strategies and team goals to improve product penetration rates and expand Keeper's footprint within existing customer portfolio
• Proactively monitor assigned client health through quantitative and qualitative means
• Own the optimization of contracts and other documents supporting renewals
• Scale, recruit, mentor and grow the account management team, ensuring the right structure, talent and processes are in place for success
• Develop and implement sales strategies to meet and exceed monthly and quarterly sales targets
• Monitor and manage individual and team performance, providing coaching, training, and feedback to enhance productivity
• Conduct regular one-on-one meetings with sales reps to review performance, troubleshoot challenges, and strategize for success
• Join customer calls alongside sales reps to provide strategic support, assist in advancing deals toward closure, and deliver real-time coaching to optimize sales conversations and outcomes
• Analyze sales data to identify trends, opportunities, and areas for improvement, ensuring accurate forecasting and reporting
• Collaborate closely with the marketing team to ensure alignment on lead generation, campaigns, and messaging
• Continuously refine and optimize sales processes and tools to improve efficiency and effectiveness
• Maintain a deep understanding of Keeper's product offerings, customer needs, and market dynamics
• Drive a high-energy, positive sales culture that motivates the team to perform at their best
• Ability to travel to and from customer meetings (locally, nationally, and internationally) & rent and/or operate a vehicle on behalf of the company

Requirements

• 4+ years of experience in full cycle SaaS sales (with a focus on upselling and expansion), IAM or cybersecurity experience is required
• 3+ years of proven full cycle sales leadership, team lead or management experience
• Proven track record of meeting or exceeding sales targets held by a sales team
• Strong knowledge of SaaS sales processes, expansions, renewals and CRM systems, Salesforce experience preferred
• Ability to construct, present and execute territory-level sales strategies
• Strong leadership, communication, and interpersonal skills, with the ability to inspire, mentor and develop a team
• Data-driven mindset with experience analyzing sales metrics to drive decision-making
• Ability to adapt in a fast-paced, ever-changing market environment
• Strong problem-solving skills, with the ability to handle challenges and find creative solutions
• Ability to travel up to 20% of the time
• Bachelor's degree in Business, Marketing, or a related field

Benefits

• Onsite lunches
• Private healthcare (no wait period)
• Pension contribution (no wait period)
• Sick Pay
• Bike-to-Work Scheme (if local)

Keeper is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.