<div>About Keyfactor  Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale — and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companies across the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor!</div>Title: VP, Customer Success Location: United States; Remote Job Function:  Customer Success Employment Type:  Full-Time  Industry:  Computer &amp; Network Security About the position The Vice President, Customer Success is responsible for leading the global customer success organization with accountability for customer retention, renewals, adoption, and expansion. This role ensures customers realize the full value of Keyfactor’s solutions while advancing strategic initiatives that strengthen customer outcomes and operational scalability. The Vice President serves as a transformational leader, driving the evolution of customer success through data-driven insights, operational excellence, and AI-enabled tools that improve customer engagement, predictability, and value delivery across the customer lifecycle. The position is based in the United States and can be performed remotely. Applicants must hold US citizenship or US permanent resident status.   Job Responsibilities <ul> <li>Leadership and Strategy <ul> <li>Define and execute the global Customer Success strategy, ensuring alignment with company objectives for sustainable, profitable growth.</li> <li>Lead organizational transformation focused on optimizing customer experience, renewals, and expansion through process modernization, automation, and AI-driven insights.</li> <li>Serve as a strategic partner to Sales, Product, and Marketing to ensure unified customer engagement and lifecycle management.</li> <li>Build a culture of accountability, collaboration, and continuous improvement across all customer success functions.</li> </ul> </li> <li>Customer Retention and Renewals <ul> <li>Oversee all renewal activities and performance, ensuring predictable revenue and high retention rates.</li> <li>Develop frameworks and forecasting methodologies that leverage AI and data analytics to anticipate customer health and renewal risk.</li> <li>Drive proactive engagement strategies to reduce churn and increase long-term customer value.</li> </ul> </li> <li>Adoption and Expansion <ul> <li>Lead efforts to accelerate customer adoption and expand product utilization, ensuring measurable business outcomes for customers.</li> <li>Establish scalable programs that identify and convert expansion opportunities in partnership with Sales and Account Management.</li> <li>Define success metrics and health scoring models using advanced analytics to optimize engagement and growth.</li> </ul> </li> <li>Operational Excellence and Enablement <ul> <li>Oversee the systems, tools, and data models that support customer success operations globally.</li> <li>Introduce AI-enabled capabilities that enhance forecasting accuracy, customer insights, and team productivity.</li> <li>Drive standardization of playbooks, KPIs, and processes across regions to ensure consistency and efficiency.</li> </ul> </li> <li>Team Leadership <ul> <li>Lead, develop, and mentor a global team of Customer Success Managers, Renewal Managers, and Adoption Specialists.</li> <li>Ensure clear role definition, measurable objectives, and continuous skill development aligned with organizational priorities.</li> <li>Foster an inclusive, high-performance culture focused on customer impact and cross-functional collaboration.</li> </ul> </li> </ul> Minimum Qualifications, Education, and Skills <ul> <li>Extensive leadership experience (typically 15+ years) in Customer Success, Account Management, or related disciplines within SaaS or enterprise software environments.</li> <li>Proven track record driving renewal performance, customer adoption, and expansion in complex, global customer environments.</li> <li>Demonstrated success leading organizational transformation and implementing technology-enabled strategies, including AI-based analytics and automation.</li> <li>Strong operational, analytical, and strategic planning capabilities with focus on measurable business impact.</li> <li>Exceptional executive presence, communication, and stakeholder management skills.</li> <li>Bachelor’s degree required; advanced degree preferred.</li> </ul> Travel Requirements <ul> <li>Up to 30% travel required.</li> </ul><div>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:    <ul> <li>Second Fridays (a company-wide day off on the second Friday of every month minus November and December of 2025 due to the Holiday schedule). Please note that this benefit is subject to change.</li> <li>Comprehensive benefit coverage globally.</li> <li>Generous paid parental leave globally.</li> <li>Competitive time off globally.</li> <li>Dedicated employee-focused ambassadors via Key Contributors &amp; Culture Committees. </li> <li>DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology. </li> <li>The Keyfactor Alliance Program to support DEIB efforts. </li> <li>Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays. </li> <li>Global Volunteer Day, company non-profit matching, and 3 volunteer days off.</li> <li>Monthly Talent development and Cross Functional meetings to support professional development. </li> <li>Regular All Hands meetings – followed by group gatherings. </li> </ul> 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.  <a href="https://408597.fs1.hubspotusercontent-na1.net/hubfs/408597/2022-content/legal-documents/Keyfactor%20Recruitment%20Applicant%20Privacy%20Notice.pdf">Keyfactor Privacy Notice</a> </div>

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