Customer Success Manager, SMB: Onboarding & Growth

KnowBe4; Dubai; On-site; AED 180,000 - 280,000; Full time

Benefits offered by this job

Company-wide bonuses

Referral bonuses

Tuition reimbursement

Certification reimbursement

Adoption assistance

Job summary

KnowBe4 is seeking a Customer Success Manager (TT & SMB) to nurture relationships with customers, onboard new clients, and drive adoption of our security platform. You will coordinate with support to resolve issues, track usage, and deliver value across the subscription term.

You will work with executive stakeholders on strategy, guidance, and renewals, while identifying upsell opportunities and coordinating cross-sell with account teams. Arabic fluency is required.

Qualifications

• Associates degree or equivalent work experience and education preferred.
• Familiarity with IT security concepts and practices.
• Experience with Salesforce or other CRM.
• Experience with Microsoft Excel and Word.
• Experience with Gmail and Google Docs.
• Experience with web browsers (Chrome, IE).
• IT experience/exposure is a plus.
• Prior experience as a Customer Success Manager preferred.
• Excellent verbal and written communications.
• Fluent in Arabic.
• Nice to have: French language skills.
• Superior Customer Service skills.
• Excellent time management and organization skills.
• Ability to build rapport through calls, email and video conferencing.
• Strong collaborative and teamwork skills.
• Strong negotiation skills.
• Must be able to work with minimal supervision.

Responsibilities

• Forge relationships with new customers including management and executive stakeholders.
• From a consultative approach develop a strategy and plan for achieving customer objectives.
• Leverage KnowBe4 assessments.
• Manage onboarding steps: account configuration, training, campaigns, and change management.
• Coordinate with technical support for complex questions.
• Monitor customer usage, adoption and health metrics.
• Drive ongoing product adoption and value throughout the subscription.
• Conduct periodic business reviews to confirm satisfaction and drive renewals.
• Coordinate with Renewal Specialist on renewals and cross-sell opportunities.
• Meet and exceed bookings targets and maintain CRM records.

Skills

Communication skills

Time management

Organization

Rapport building

Collaboration

Negotiation

Self-management

Customer service

Arabic fluency

Education

Associates degree or equivalent

Tools

Salesforce CRM

Microsoft Excel

Microsoft Word

Gmail

Google Docs

Web browsers

Job description

KnowBe4 is seeking a Customer Success Manager (TT & SMB) to nurture relationships with customers, onboard new clients, and drive adoption of our security platform. You will coordinate with support to resolve issues, track usage, and deliver value across the subscription term.

You will work with executive stakeholders on strategy, guidance, and renewals, while identifying upsell opportunities and coordinating cross-sell with account teams. Arabic fluency is required.