Customer Success Manager (Strategic) (Hybrid)
About KnowBe4
KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.
Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.
Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.
Clearwater positions open to candidates located in greater Tampa Bay area.
The Customer Success Manager (Strategic) is responsible for building effective relationships with current strategic 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. The Customer Success Manager (Strategic) is responsible for managing the onboarding of new strategic customers, the renewal process and customer growth by identifying add-ons and upsell opportunities.
Responsibilities:
- Forge and develop relationships with new and existing strategic customers, including management and executive stakeholders, and understand their objectives
- From a consultative approach, leverage gained discovery to develop a strategy and plan for achieving customer objectives
- Continually assess and identify customer’s SAT program maturity level, and strategize with customer leadership to develop a sustainable security culture
- Conduct periodic business reviews with customers’ stakeholders to confirm satisfaction, resolve technical issues, align with executive goals/expectations and continually drive successful product adoption
- Cultivate strong executive level customer advocates
- Help the administrator develop and manage a mature security awareness program, based on alignment with executive goals and expectations
- Maintain a high level of professionalism in the handling and managing of strategic accounts
- Leverage KnowBe4 assessments such as ASAP for program design and SAPA and SCS to increase the proficiency and security culture of the organization
- 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 or Technical Implementation Specialist 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
- Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among strategic customers
- Leverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from KnowBe4
- Provide qualitative and quantitative customer feedback and input to the Product Sector and Courseware Development Sector
- Coordinate and assist your Renewal Specialist with customer renewals, and add-ons/upgrades related to their renewal
- Do discovery on opportunities for add-ons and upgrades, and initiate interest in new KnowBe4 products
- 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 targets for performance metrics
- Maintain impeccable administration of your accounts in the Company’s CRM
Minimum Qualifications:
- Associate’s Degree or equivalent work experience and education preferred
- Experience with onboarding and successfully managing KnowBe4 Enterprise/Strategic accounts preferred
- Experience managing accounts with complex IT systems
- Experience managing accounts with 1000+ employees
- Experience in communicating with high level executives in enterprise level accounts and maintaining presence and composure
- 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.)
- Prior experience as an Enterprise Customer Success Manager
Our Fantastic Benefits
Note: An applicant assessment and background check may be part of your hiring procedure.
Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.
No recruitment agencies, please.
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Are you ready to elevate your career as a Customer Success Manager (Strategic) at KnowBe4? Based in sunny Clearwater, Florida, KnowBe4 is the leading provider of security awareness training and simulated phishing platforms. We're proud to have ranked as a top workplace for four consecutive years, fostering a culture that values radical transparency and continuous development. In this role, you'll nurture relationships with our strategic customers and maximize their experience with our innovative products. Your mission will be to ensure they see incredible value from their partnership with us, navigate the onboarding process seamlessly, and encourage growth through upsell opportunities. At KnowBe4, you'll get to engage with both management and executive stakeholders, employing a consultative approach to exceed their expectations. You'll be conducting business reviews to ensure satisfaction while continually assessing their security maturity level. Collaborating with various teams, you'll help design tailored programs that align with their needs. We believe in making every day exciting, whether it’s through team lunches, trivia contests, or engaging outings. If you thrive in a welcoming environment and have a knack for making complex ideas simple for clients, this could be the perfect role for you. Join us, and be part of a team that’s reshaping the security landscape, one customer at a time!
By
KnowBe4
KnowBe4 is the world's largest provider of security awareness training and simulated phishing platforms.
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