Customer Success Manager (SMB) (Position located in Lyon, France)

KnowBe4 Human Risk Mgmt Platform; Lyon; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A cybersecurity company is seeking a Customer Success Manager in Lyon, France, dedicated to fostering relationships with new customers and ensuring they meet their security objectives. Responsibilities include managing onboarding, training, and customer health metrics, along with developing strategies for successful product adoption. The ideal candidate should be familiar with IT security concepts and possess excellent communication and customer service skills. This full-time position comes with company-wide bonuses and a modern work environment.

Prestations

Company-wide bonuses

Certification reimbursement

Tuition reimbursement

Qualifications

• Experience with standard IT security concepts and practices.
• Prior experience as a Customer Success Manager preferred.
• Ability to work with minimal supervision.

Responsabilités

• Forge relationships with new customers and understand their objectives.
• Manage the onboarding process and provide customer training.
• Monitor customer usage and health metrics.

Connaissances

Customer service skills

Verbal communication

Written communication

Time management

Negotiation skills

Collaboration

Formation

Associate’s degree or equivalent work experience

Outils

Salesforce

Microsoft Excel

Google Docs

Description du poste

Customer Success Manager (SMB) – Lyon, France

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 70,000 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 are redefining what it means to be a trusted security partner in an increasingly complex threat landscape.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in‑person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings there is always something exciting happening at KnowBe4.

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 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 company’s CRM.

Qualifications

• 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 communication skills.
• 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 at each office location, please visit the dedicated benefits page.

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 the accessibility page.

Employment Type: Full Time
Vacancy: 1

Key Skills

• Anti Money Laundering
• Access Control
• Content Development
• Flex
• AC Maintenance
• Application Programming