Customer Success Manager (SMB) (Hybrid)

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Customer Success ManagerCustomer Success

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Quick Summary

Key Responsibilities

Forge relationships with new customers, including management and executive stakeholders, and understand their objectives From a consultative approach,

Requirements Summary

Associate’s degree or equivalent work experience and education preferred Familiarity with standard concepts,

Technical Tools

Customer Success ManagerCustomer Success

KnowBe4 is the global leader in Human Risk Management, trusted by over 70,000 organizations worldwide to secure their employees and AI agents for over 15 years. We're pioneering a new era of security. AI-powered since 2016. And market-leading since day one.

Our HRM+ combines continuous risk intelligence, advanced technical defenses, and personalized training to help organizations build strong security cultures. We help organizations understand, measure, and reduce human risk across their entire workforce, defending against, deepfakes, and emerging AI-powered threats.

We believe that protecting organizations from cyberthreats and creating a positive environmental impact go hand in hand. True resilience is collective, it requires us to protect our people, our data, and our planet.

The Customer Success Manager (SMB) is responsible for building effective relationships with customers and for maximizing the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations. Customer Success Manager is responsible for assisting new customers in onboarding, customer growth and expansion by identifying upsell opportunities, adoption by promoting frequent use and additional features of products and the renewal process.

Responsibilities

~2 min read

→Forge relationships with new customers, including management and executive stakeholders, and understand their objectives
→From a consultative approach, develop a strategy and plan for achieving customer objectives
→Leverage KnowBe4 assessments
→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 within your portfolio.
→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 bookings targets and quotas
→Maintain impeccable administration of your accounts in the Company’s CRM

Requirements

~1 min read

Associate’s degree or equivalent work experience and education preferred
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.)
IT experience/exposure is a plus
Prior experience as a Customer Success Manager preferred
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

What We Offer

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We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.

Note: An applicant assessment and background check may be part of your hiring procedure.

No recruitment agencies, please.