Customer Success Manager

Summary

Join KnowBe4 as a Customer Success Manager (Enterprise) and build strong relationships with enterprise clients, maximizing their lifetime value. You will deliver exceptional customer experiences, ensuring optimal product usage and exceeding expectations. Responsibilities include onboarding new clients, managing renewals, and identifying upsell opportunities. You will leverage KnowBe4's assessment tools to enhance client security programs and collaborate with internal teams to achieve customer objectives. Regular business reviews and strategic engagements will ensure client satisfaction and alignment on goals. This role requires strong communication, negotiation, and time management skills, along with experience managing complex IT systems and enterprise accounts.

Requirements

• Associate’s Degree or equivalent work experience and education preferred
• Experience managing accounts with complex IT systems
• Experience managing accounts with 1000+ employees
• Experience in communicating with high level executives in enterprise level accounts and maintaining presence and composure
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM
• Experience with Microsoft Excel and Word
• Experience with Gmail and Google Docs
• Experience with web Browsers (Chrome, Internet Explorer, etc.)
• Prior experience as a Customer Success Manager
• SACP Certification
• Excellent verbal and written communications
• Superior Customer Service skills
• Excellent time management and organization skills
• Ability to build a rapport through phone calls,email and video conferencing
• Strong collaborative and teamwork skills
• Strong negotiation skills
• Must be able to work with minimal supervision

Responsibilities

• Forge relationships with new and existing customers, including management and executive stakeholders, and understand their objectives
• From a consultative approach, develop a strategy and plan for achieving customer objectives
• Continually assess and identify customer’s SAT program maturity level, and strategize with customer leadership to develop a sustainable security culture
• Help the administrator develop and manage a mature security awareness program, based on alignment with executive goals and expectations
• Maintain a high level of professionalism in the handling and managing of enterprise accounts
• Leverage KnowBe4 assessments such as ASAP for program design and SAPA and SCS to increase the proficiency and security culture of the organization
• Manage the steps of the onboarding process with the customer including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities
• Coordinate with technical support for technically complex questions
• Monitor customer usage, adoption, and customer health metrics
• Continually work with customers, including management and executive stakeholders, per prescribed engagement model to support ongoing successful adoption of KnowBe4’s products and to drive additional value throughout the lifetime of the subscription term
• Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
• Conduct periodic strategic engagement reviews with management and executive stakeholders to ensure alignment on customer objectives, industry trends, benchmarking, value delivered, opportunities for additional value, KnowBe4 product updates and overall level of satisfaction
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
• Leverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from KnowBe4
• Coordinate and assist your Renewal Specialist with customer renewals
• Do discovery on opportunities for add-ons and upgrades, and initiate interest in new KnowBe4 products
• Coordinate with Account Managers on the Cross-Sell team to ensure add-on/upgrade scenarios are followed up on, as well as referrals for new KnowBe4 products
• Meet and exceed targets for performance metrics
• Maintain impeccable administration of your accounts in the Company’s CRM

Preferred Qualifications

IT experience/exposure is a plus

Benefits

• We offer company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses
• A relaxed dress code