Remote New

Director, Customer Success

Keyfactor
parental leave
United States
Feb 24, 2026
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 companiesacross 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! Title: Director, Customer Success Location:United States; Remote Job Function: Customer Success Employment Type: Full-Time Industry: Computer & Network Security About the position The Director of Customer Success is responsible for protecting and growing Gross Retention / Net Retention. This leader will operationalize our segmented coverage model, embed data-driven health and risk management, and ensure consistent, repeatable customer outcomes at scale. This is a business leadership role - accountable for GRR performance, renewal predictability, customer value realization, increasing customer adoption and organizational efficiency. 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 Own Gross Retention Performance Deliver segment-level >90%+ GRR(or defined target). Drive disciplined renewal management with early risk identification and mitigation. Partner closely with Sales, RevOps, and Finance to improve forecast accuracy and renewal precision. Implement structured churn reviews and post-mortems to eliminate repeat failure modes. Operationalize Segmented Customer Experience Lead execution across assigned CX motions (e.g., Strategic Growth, Expand Reach, Protect & Renew, Digital/Tech Touch). Align CSM coverage ratios and engagement model to ARR and whitespace strategy. Ensure differentiated playbooks are executed consistently by segment. Protect high ARR accounts while enabling scalable digital engagement for lower-touch segments. Drive Value Realization & Expansion Readiness Ensure customers achieve measurable time-to-value and adoption milestones. Embed data-driven health scoring and leading indicators to prioritize CSM focus. Partner with Sales on expansion opportunities without compromising Gross Retention. Maintain tight alignment between adoption, product usage, and renewal strategy. Build Predictable, Scalable Execution Establish consistent renewal rigor, forecasting cadence, and pipeline hygiene. Reduce reactive escalations by improving proactive risk management. Leverage AI, automation, and digital programs to improve productivity and coverage ratios. Improve cost-to-serve and operating leverage across the segment. Lead, Coach, and Develop the Team Recruit and develop high-performing CSMs aligned to segment strategy. Set clear performance standards tied to GRR, health accuracy, engagement quality, and execution discipline. Drive accountability around utilization of systems, playbooks, and forecasting rigor. Build a culture of ownership, transparency, and customer outcome focus. Metrics of Success Gross Retention Rate (primary metric) Renewal forecast accuracy Reduction in avoidable churn Customer health score accuracy and risk detection Expansion readiness in high-whitespace accounts CSM productivity and ARR coverage ratios Cost-to-serve efficiency improvements Minimum Qualifications, Education, and Skills 8+ years in Customer Success or post-sales leadership in B2B SaaS. Proven ownership of renewal and retention metrics at scale. Experience leading segmented coverage models (Enterprise, Mid-Market, Digital). Strong operational rigor - forecasting, risk management, KPI accountability. Experience partnering cross-functionally with Sales, Product, and Finance. Demonstrated ability to scale teams efficiently without over-hiring. Travel Requirements Up to 30% travel required. 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 of 2025 due to the Holiday schedule). Please note that this benefit is subject to change. Comprehensive benefit coverage globally. Generous paid parental leave globally. 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. Keyfactor Privacy Notice