KnowBe4
Human Risk Management
CustomerSuccessManager(TechTouch)
“Customer Success Manager (Tech Touch) at KnowBe4. Skills: Customer Success Management, Onboarding, Customer Growth, Upsell Opportunities, Product Adoption, Renewals. Building effective relationships with current customers. Maximizing the customer lifetime value within the assigned portfolio”
What You'll Achieve.
Maximizing the customer lifetime value; Delivering outcomes, results and value that exceed customer expectations; Customer growth and expansion; Meet and exceed bookings targets and quotas
Industry & Context.
What They're Looking For.
Must Have
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, verbal and written communications, Excellent time management and organization skills, Superior customer service skills, collaborative and team work skills, Ability to work with minimal supervision, Ability to build rapport with customers via phone, email and video conferencing
Nice to Have
Experience with Salesforce or other CRM preferred
What You'll Do.
Building effective relationships with current customers
Maximizing the customer lifetime value within the assigned portfolio
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 and understand their objectives
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
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
How You'll Work.
Team & Collaboration
Coordinate with technical support for technically complex questions; Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers; Coordinate and assist your Renewal Specialist with customer renewals
Communication Scope
verbal and written communications
Applying for this Customer Success Manager (Tech Touch) role?
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