Customer Success Manager

Responsibilities

• Build and maintain effective relationships with SMB customers and executive stakeholders to maximize lifetime value.
• Manage the end-to-end onboarding process, including account configuration, product training, and initial security campaigns.
• Develop consultative strategies to help customers achieve their security objectives and drive product adoption.
• Monitor customer health metrics, usage, and adoption to ensure successful long-term engagement.
• Conduct periodic business and strategic reviews to confirm satisfaction and identify opportunities for additional value.
• Coordinate with Renewal Specialists and Account Managers to support renewals and identify cross-sell/upsell opportunities.
• Maintain accurate and impeccable administration of all customer accounts within the company CRM.

Requirements

• Fluent in Italian.
• Associate's degree or equivalent work experience and education.
• Familiarity with standard concepts and procedures within the IT Security field.
• Experience using Salesforce or other CRM platforms.
• Proficiency with Microsoft Excel, Word, Gmail, and Google Docs.
• Strong verbal and written communication skills with superior customer service abilities.
• Excellent time management, organization, and negotiation skills.

Preferred Qualifications

• Prior experience working as a Customer Success Manager.
• Previous experience or exposure within the IT industry.
• Ability to build rapport effectively through phone, email, and video conferencing.

Benefits

• Company-wide bonuses based on monthly sales targets.
• Employee referral bonuses.
• Adoption assistance and tuition reimbursement.
• Certification reimbursement and completion bonuses.
• A modern, high-tech, and fun work environment.

About the Company

KnowBe4 is the pioneer of digital workforce security, empowering more than 70,000 organizations worldwide to make smarter security decisions. The KnowBe4 Platform provides attack simulation, training, and collaboration security powered by AI-driven defense agents to combat advanced threats like social engineering and shadow AI.