Customer Success Manager, KnowBe4
Mid Market
Security awareness training platform
Open for applications
Security awareness training platform
1001+ employees
Open for applications
1001+ employees
Company mission
To enable employees to make smarter security decisions, every day.
Role
Who you are
- 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.)
- IT experience/exposure is a plus
- Prior experience as a Customer Success Manager preferred
- 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
What the job involves
- 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
- 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
Application process
- Please submit your resume in English
Our take
Human error is a huge contributor to the success of phishing attacks and other cybercrime, meaning it is vital that businesses keep their staff well trained and educated in good security practices. KnowBe4 delivers a cloud-based security awareness training program, alongside simulated phishing attacks, to allow companies to make sure their people are as robust against cybercrime as their technology.
A subscription to KnowBe4 enables staff to access automated security training campaigns generated from a large library of content, with reminder emails to ensure they are on track. Its PhishER product, a Security Orchestration, Automation and Response platform, offers automatic prioritization for emails which allows security teams to respond to the biggest threats quicker.
KnowBe4 is the world’s largest integrated platform for security awareness training, serving over 50,000 customers. The company has also launched a Mobile Learner App, which provides access to training modules and notifications about assigned training, to supplement the training platform and deliver heightened services to its clients.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 6 rounds)
Jun 2019
$300m
SERIES D
Mar 2019
$50m
SERIES C
Total funding: $401.1m
Company benefits
- Company-wide Monthly Bonuses Up To $2,000 A Month
- Employee Referral Bonuses
- Vision And Dental Plans
- FSA (Flexible Spending Account)
- Virtual Yoga Classes & Free Gym Benefits Through Classpass
- Generous or Open Paid Time Off, Plus National Holidays
- Paid Military Leave
- Tuition Reimbursement Up To $5,250 A Year
- Certification Completion Bonuses Up To $10,000 A Year, With Reimbursement For Any Materials For The Certification
- KnowBe4’s Famous Onboarding Experience
- Hybrid Work Environment & Remote Work Options
- Relaxed Dress Code: “If You Don’t Get Arrested On Your Way To Work, You Are Good!”
- Free Fresh Fruit Delivered Weekly, Daily Food Carts, And Unlimited Snacks, Coffee And Tea
- End Of The Month Celebrations
- Employee Resource Groups
- Employee Mingles (Meet People From Around The Company And Eat Free Food)
- Game Room With Ping Pong Table And Classic Arcade Games
- Events And Activities: Movie Nights, Beach Days, Family Mingles, Theme Park Visits, Evening Boat Cruises, Virtual Happy Hours And Anything Else Fun That We Think Of!
- Parental And Adoption Leave
- Breast Milk Shipping For Traveling Parents
- Adoption Assistance
- Knowster Parents Employee Resource Group
- On-site Life Coach
- Internal Promotions
- No Door Policy (We Encourage Our Staff To Share Ideas And Ask Questions)
- Opportunities For All Employees To Participate In Regular AMA (“Ask Me Anything”) Sessions With Our CEO, Stu
- Lunches With The CEO (10 Randomly Selected Employees Each Month)
Company values
- RADICAL TRANSPARENCY: We practice radical transparency at all levels of the company, starting from the C-Suite. Through this, we have cultivated an environment of freedom and trust
- EXTREME OWNERSHIP: The principle is simple: everyone totally owns their sphere of responsibility and takes full ownership for their area. We coordinate and communicate with the right managers on the team to make sure the whole organization runs as smoothly as possible
- A CULTURE OF CELEBRATION: Every day at KnowBe4 is filled with celebrations, both big and small. Birthdays, work anniversaries, sales goals, and company milestones are all reasons to celebrate and we celebrate big
Company HQ
Downtown, Clearwater, FL
Articles
Leadership
Stu Sjouwerman
(Founder & CEO)Co-founded Sunbelt Software. Former MD of Sunbelt International.
Salary benchmarks
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Diversity, Equity & Inclusion at KnowBe4
- At KnowBe4, we recognize the value of building a diverse team which draws on different backgrounds and experiences. Diversity is important to us and we’ve set out to build an environment where everyone feels comfortable being their authentic selves. From employee resource groups to community outreach, and from scholarships for underrepresented talent to diverse hiring events, KnowBe4 is completely dedicated to advancing DIB initiatives in our organization, industry, and world.
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