Director of Customer Implementation and Success

Summary

Join KnowBe4 as the Director of Customer Implementation & Success and lead the Customer Implementation Specialist team. This leadership role focuses on seamless customer onboarding, technical excellence, and achieving customer outcomes using the KnowBe4 platform. You will collaborate with various internal stakeholders to optimize the customer experience and drive long-term success. The position requires proven leadership experience in a B2B SaaS environment, strong understanding of customer onboarding, and excellent communication skills. KnowBe4 offers fantastic benefits including company-wide bonuses, referral bonuses, adoption assistance, and more. This is a high-impact role for someone passionate about customer success and driving growth within a dynamic and award-winning company.

Requirements

• Proven leadership experience in customer implementation, solution architecture, or customer success within a B2B SaaS environment
• Strong understanding of customer onboarding processes, technical solution delivery, and customer lifecycle management
• Demonstrated ability to build and scale high-performing teams
• Excellent communication, stakeholder management, and problem-solving skills
• Technical proficiency with SaaS platforms, APIs, and system integrations
• Results-driven with a focus on delivering exceptional customer experiences
• Strong empathy for customers and passion for driving growth
• Consultative approach with a proven ability to drive value, results and outcomes that align with customer objectives
• Strong verbal and written communications
• Strong critical thinking skills
• High energy with ability to build, inspire and motivate teams to exceed targets
• Excellent time management, prioritization and organization skills

Responsibilities

• Lead, mentor, and develop the Customer Implementation Specialist team
• Drive the development and execution of scalable onboarding and implementation processes to ensure timely and successful customer go-lives
• Oversee the delivery of technical solutions and strategic guidance to customers throughout their lifecycle
• Collaborate with the VP of Customer Success and cross-functional teams to define and execute customer success strategies
• Monitor key performance metrics related to implementation timelines, customer adoption, and satisfaction, ensuring continuous improvement
• Establish best practices and frameworks for technical solution delivery and implementation excellence
• Serve as an escalation point for complex customer implementation and technical challenges
• Drive alignment between the Implementation and Success Architecture teams to deliver a seamless and unified customer experience
• Advocate for customer needs and provide feedback to Product and Engineering teams to enhance platform capabilities
• Foster a culture of innovation, collaboration, and customer-centricity within the teams

Benefits

• Company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses
• Relaxed dress code