Customer Success Manager

Responsibilities

• Forge strong relationships with new customers, including management and executive stakeholders, to understand their business objectives.
• Develop consultative strategies and plans to help customers achieve their security goals.
• Manage the end-to-end onboarding process, including account configuration, product training, and initial training campaigns.
• Monitor customer usage, adoption, and health metrics to ensure ongoing product value.
• Conduct periodic business and strategic engagement reviews to confirm satisfaction and align on industry trends.
• Drive cross-functional initiatives to improve the overall customer experience and loyalty.
• Coordinate with Renewal Specialists and Account Managers to identify upsell, cross-sell, and renewal opportunities.
• Maintain impeccable administration of all customer accounts within the company CRM.

Requirements

• Associate's degree or equivalent work experience and education.
• Familiarity with standard concepts, practices, and procedures within the IT Security field.
• Experience using Salesforce or other CRM platforms.
• Proficiency with Microsoft Excel, Word, Gmail, and Google Docs.
• Strong negotiation and verbal/written communication skills.
• Excellent time management, organization, and customer service skills.
• Ability to build rapport via phone, email, and video conferencing.

Preferred Qualifications

• Prior experience as a Customer Success Manager.
• Previous IT experience or exposure.

Benefits

• Company-wide bonuses based on monthly sales targets.
• Employee referral bonuses.
• Adoption assistance.
• Tuition and certification reimbursement.
• Certification completion bonuses.

About the Company

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans through attack simulation, training, and advanced behavioral data.