Principal Customer Success Manager

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.

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.

• →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

• One or more of the following:
• 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 necessary
• Excellent 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)

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 jobs@yubico.com 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.