About this role.
Keyfactor is seeking a mid-level Customer Success Manager to drive customer satisfaction, retention, and strategic adoption of its trust infrastructure and security solutions. The role owns proactive customer engagement, renewal-risk monitoring, issue coordination, and identification of upsell or expansion opportunities. Success requires a strong understanding of IT products, customer business objectives, and cross-functional collaboration within a fast-moving security software organization. The manager will work independently while representing customer needs internally and helping train junior CSM team members. This full-time role is available remotely in the USA and UK, as well as in Stockholm, Sweden.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I combine usage and engagement signals, support trends, stakeholder feedback, and progress toward agreed business outcomes. When I identify risk, I confirm the underlying cause with the customer, create a documented success plan with owners and timelines, coordinate internal resources, and communicate progress regularly through renewal.
I would begin by understanding the customer’s security priorities, operational workflows, success metrics, and key stakeholders. I would then map the platform’s capabilities to those objectives, establish adoption milestones and governance cadences, and review measurable outcomes with executive and operational contacts.
I triage urgent issues based on customer impact and ensure the appropriate technical and support teams are engaged promptly. At the same time, I maintain a structured account plan and regular business reviews so that strategic goals, adoption initiatives, and expansion discussions continue rather than being displaced by reactive work.
I would present a concise, evidence-based view of the customer’s need, including business impact, urgency, product context, and the requested outcome. By clarifying ownership and shared benefits, I can align support, product, engineering, and sales teams on a practical plan while keeping the customer informed.
I would model strong account planning, discovery, meeting preparation, and follow-up practices, then provide specific feedback after customer interactions. I would also share reusable playbooks for health monitoring, risk management, and executive business reviews, while gradually giving team members ownership with appropriate coaching.
About Keyfactor
Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world’s largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you’re looking for work that matters and a team that brings out your best, we hope you’ll trust your future with Keyfactor!
Title: Customer Success Manager
Location: USA; Remote, UK; Remote, Sweden; Stockholm
Experience: Mid Level
Job Function: Customer Success
Employment Type: Full-time
Industry: Computer Network & Security
Job Summary
The Customer Success Manager is responsible for executing strategic initiatives to maximize customer satisfaction and retention through proactive engagement and alignment with company goals.
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.
Minimum Qualifications, Education, and Skills
- 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. #LI-NA1
Compensation
Salary will be commensurate with experience.
Culture, Career Opportunities and Benefits
We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.
Here are just some of the initiatives that make our culture special:
- Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.
- Comprehensive benefit coverage globally.
- Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.
- Competitive time off globally.
- Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
- DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
- The Keyfactor Alliance Program to support DEIB efforts.
- Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
- Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
- Monthly Talent development and Cross Functional meetings to support professional development.
- Regular All Hands meetings – followed by group gatherings.
Our Core Values
Our core values are extremely important to how we run our business and what we look for in every team member:
Trust is paramount.
We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.
Customers are core.
We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.
Innovation never stops, it only accelerates.
The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.
We deliver with agility.
We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.
United by respect.
Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.
Teams make “it” happen.
Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.
Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.
REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via people@keyfactor.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
