Principal Customer Success Manager

Responsibilities

• Enable successful rollout of YubiKeys to customer employees by developing project plans, communications, and end-user distribution tracking.
• Serve as a trusted advisor to C-level executives, program leaders, and technical teams, providing strategic guidance and thought leadership.
• Partner with customers on YubiKey deployment across business, operations, and distribution matters.
• Maintain regular communication throughout customer rollout, adoption, and resolution of challenges.
• Coordinate internal Yubico resources to support customer requirements.
• Represent CSM leadership in cross-functional forums and share enterprise market insights with Product and GTM teams.
• Own high-value enterprise accounts and drive retention, renewals, and growth.
• Lead resolution of critical account escalations before manager intervention.
• Collaborate with Sales and Solutions Engineering on revenue expansion opportunities.
• Identify customer advocacy opportunities, including testimonials and case studies.
• Serve as a subject matter expert and role model within the CSM organization; track account trends and coach peers.
• Design and implement scalable CSM frameworks, curricula, and playbooks.
• Plan and oversee special projects for non-standard account needs.

Requirements

• 10+ years of experience in Customer Success Management, information technology, or a combination of the listed backgrounds; security experience is also relevant, including 5+ years specified in the qualifications.
• Experience managing relationships with large, complex, multinational enterprises using technical enterprise products.
• Experience leading matrixed account teams involving Sales, Solutions Engineering, and Professional Services.
• Exceptional presentation, communication, and project management skills, especially with C-level executives.
• Ability to guide executive decision-making with insight and credible challenge.
• Strong problem-solving, listening, analytical, and cross-functional communication skills.
• Ability to understand customer business priorities, anticipate needs, and clearly articulate issues and solutions.
• Self-motivated, enthusiastic, adaptable, and comfortable operating through uncertainty and change.
• Familiarity with, or ability to quickly learn, Identity and Access Management and authentication terminology and platforms.
• Proficiency with modern Customer Success and CRM tools.

Tools and Platforms

• Salesforce
• Gainsight
• ChurnZero

Compensation and Benefits

• Annual salary: $180,000–$195,000.
• Health, dental, and vision coverage; Yubico pays 100% of the employee premium and 85% of the family premium.
• 401(k) dollar-for-dollar match up to 6%, capped at $6,000 per year, with immediate vesting.
• $1,200 wellness reimbursement.
• $3,000 annual learning and development stipend and mentorship program.
• 15 vacation days, 10 holidays, and 7 sick days annually.
• Paid parental leave: 8 weeks for all parents, with an additional 8 weeks for birthing parents.
• Commuter benefits.