Customer Success Manager (Mid Market)
About The Position
KnowBe4 is the global leader in Human Risk Management, trusted by over 70,000 organizations worldwide to secure their employees and AI agents for over 15 years. We're pioneering a new era of security. AI-powered since 2016. And market-leading since day one. Our HRM+ combines continuous risk intelligence, advanced technical defenses, and personalized training to help organizations build strong security cultures. We help organizations understand, measure, and reduce human risk across their entire workforce, defending against, deepfakes, and emerging AI-powered threats. We believe that protecting organizations from cyberthreats and creating a positive environmental impact go hand in hand. True resilience is collective, it requires us to protect our people, our data, and our planet. Clearwater positions open to candidates located in greater Tampa Bay area. The Customer Success Manager (Mid-Market) is responsible for building effective relationships with 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 (Mid-Market) is responsible for managing the onboarding of new customers, and also assisting the Renewal Specialist with the renewal process.
Requirements
- 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.)
- 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
- Strong collaborative and teamwork skills
- Strong negotiation skills
- Must be able to work with minimal supervision
Nice To Haves
- IT experience/exposure is a plus
- Prior experience as a Customer Success Manager preferred
Responsibilities
- Forge relationships with new customers, including management and executive stakeholders, and understand their objectives
- From a consultative approach, develop a strategy and plan for achieving customer objectives
- Leverage KnowBe4 assessments
- 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, 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
- 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, industry trends, benchmarking, value delivered, 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 and related upsell
- Do due diligence 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
- Meet and exceed bookings targets and quotas
- Maintain impeccable administration of your accounts in the Company’s CRM
Benefits
- We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
