KnowBe4
Human Risk Management
CustomerSuccessManager(SMB)
“Customer Success Manager (SMB) at KnowBe4. Skills: Customer Success Management, Relationship Building, Customer Onboarding, Product Adoption, Customer Retention, Upselling, Cross-selling. Building effective relationships with customers. Maximizing customer lifetime value”
What You'll Achieve.
Maximizing the customer lifetime value; Delivering outcomes, results and value that exceed customer expectations; Customer growth and expansion; Adoption by promoting frequent use and additional features of products; Successful adoption of KnowBe4’s products; Drive additional value throughout the lifetime of the subscription term; Ensure alignment on customer objectives, industry trends, benchmarking, value delivered, opportunities for additional value, KnowBe4 product updates and overall level of satisfaction; Improve the overall customer experience and lead to greater satisfaction and loyalty among customers; Ensure customers are realizing the greatest possible value from KnowBe4; Meet and exceed bookings targets and quotas
Industry & Context.
Resume in English
What They're Looking For.
Must Have
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, collaborative and teamwork skills, negotiation skills, Must be able to work with minimal supervision
Nice to Have
Prior experience as a Customer Success Manager preferred
What You'll Do.
Building effective relationships with customers
Maximizing customer lifetime value
Delivering a great customer experience
Maximizing the use of our products
results and value that exceed customer expectations
Assisting new customers in onboarding
Customer growth and expansion by identifying upsell opportunities
Adoption by promoting frequent use and additional features of products
Forge relationships with new customers
including management and executive stakeholders
and understand their objectives
Develop a strategy and plan for achieving customer objectives
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
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
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
How You'll Work.
Team & Collaboration
Coordinate with technical support; Coordinate with Account Managers on the Cross-Sell team; Drive cross-functional initiatives
Communication Scope
Excellent verbal and written communications; Ability to build a rapport through phone calls, email and video conferencing
Applying for this Customer Success Manager (SMB) role?
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