Customer Success Manager

Summary

Join KnowBe4 as a Customer Success Manager and build strong relationships with clients, maximizing their lifetime value. You will deliver exceptional customer experiences, promote product usage, and identify upsell opportunities. Responsibilities include onboarding new customers, monitoring usage metrics, conducting business reviews, and driving cross-functional initiatives to enhance customer satisfaction. You will also collaborate with the Renewal Specialist on customer renewals and meet or exceed bookings targets. The ideal candidate possesses strong communication, time management, and customer service skills, along with experience in the IT security field and fluency in Dutch. KnowBe4 offers a fun and engaging work environment with various benefits.

Requirements

• Associate’s Degree or equivalent work experience and education preferred
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Strong verbal and written communications
• Fluent in Dutch
• Excellent time management and organization skills
• Superior customer service skills
• Strong collaborative and team work skills
• Ability to work with minimal supervision
• Ability to build rapport with customers via phone, email and video conferencing

Responsibilities

• Forge relationships with new customers and understand their objectives
• From a consultative approach, develop a strategy and plan for achieving customer objectives
• Leverage KnowBe4 assessment tools to enhance the customer journey
• 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 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
• 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
• Identify cross-sell opportunities for customer growth
• Meet and exceed bookings targets and quotas
• Maintain impeccable administration of your accounts in the Company’s CRM

Preferred Qualifications

Experience with Salesforce or other CRM

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