Customer Success Manager

KnowBe4; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A cybersecurity company in Dubai is seeking a Customer Success Manager to enhance customer relationships and maximize value from products. The ideal candidate will manage onboarding, conduct strategic reviews, and drive customer satisfaction. Required qualifications include an associate degree and experience with Salesforce, strong communication skills, and a customer service orientation. The role offers a dynamic work environment with various employee benefits.

Benefits

Company-wide bonuses based on sales targets

Employee referral bonuses

Tuition reimbursement

Qualifications

• Strong collaborative and teamwork skills.
• Must be able to work with minimal supervision.
• Prior experience as a Customer Success Manager preferred.

Responsibilities

• Build relationships with customers and understand their objectives.
• Manage onboarding process and coordinate with technical support.
• Conduct periodic strategic engagement reviews with customers.

Skills

Customer Service skills

Verbal and written communication

Negotiation skills

Time management

Collaboration and teamwork

Familiarity with IT Security

Education

Associate degree or equivalent work experience

Tools

Salesforce

Microsoft Excel

Microsoft Word

Gmail

Google Docs

Job description

About KnowBe4

Join the cybersecurity company that puts security first; literally and without compromise. At KnowBe4 our AI‑driven Human Risk Management platform empowers over 70000 organizations worldwide to strengthen their security culture and transform their workforce from their biggest vulnerability into their strongest security asset. As the undisputed industry standard with unusually high customer retention rates and recognition as a Leader by G2 and TrustRadius, we were not just providing security awareness training – we were redefining what it means to be a trusted security partner in an increasingly complex threat landscape.

Role Overview

Customer Success Manager (TT & SMB) 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. A Customer Success Manager is responsible for assisting new customers in onboarding customer growth and expansion by identifying upsell opportunities adoption by promoting frequent use and additional features of products and the renewal process.

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 KnowBe4s 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 within your portfolio.
• 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 bookings targets and quotas
• Maintain impeccable administration of your accounts in the Companys CRM

Minimum Qualifications

• Associate 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

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. An applicant assessment and background check may be part of your hiring procedure.

EEO Statement

Individuals seeking employment at KnowBe4 are considered without prejudice to race color religion national origin age sex marital status ancestry physical or mental disability veteran status gender identity sexual orientation or any other characteristic protected under applicable federal state or local law. If you require reasonable accommodation in completing this application interviewing completing any pre‑employment testing or otherwise participating in the employee selection process please visit recruitment agencies please.

Required Experience

Manager

Please submit your resume in English.