Job Information
Keyfactor, Inc. Director, Customer Success in Independence, Ohio
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). S