Customer Success Manager - Security & Growth

KnowBe4; Leeds; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Monthly sales bonuses

Employee referral bonuses

Adoption assistance

Tuition reimbursement

Certification reimbursement

Certification bonuses

Job summary

KnowBe4, a leader in digital workforce security, seeks a Customer Success Manager (SMB) in Leeds. You will build relationships with new customers, drive adoption of KnowBe4 products, and maximize customer lifetime value through onboarding, growth and renewals.

Operate with a consultative approach, align on objectives with executives, and coordinate with cross-functional teams to deliver outcomes that exceed expectations.

Qualifications

• Associate’s degree or equivalent work experience.
• Familiarity with IT security concepts.
• Experience with Salesforce or other CRM.
• Experience with Microsoft Excel and Word.
• Experience with Gmail and Google Docs.
• Experience with web browsers (Chrome, IE, etc.).
• Prior Customer Success Manager experience preferred.
• Excellent verbal and written communication.
• Superior customer service skills.
• Excellent time management and organization skills.
• Ability to build rapport through phone calls, email and video conferencing.
• Strong collaborative and negotiation skills.
• Must be able to work with minimal supervision.

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 onboarding, account configuration, training, phishing campaigns, and change management activities.
• Coordinate with technical support for complex questions.
• Monitor customer usage, adoption, and health metrics.
• Support ongoing adoption and renewal through engaging management and executives.
• Conduct periodic strategic reviews to ensure alignment on objectives and value delivered.
• Drive cross-functional initiatives to improve customer experience and loyalty.
• Coordinate with Renewal Specialist on renewals and with Cross-Sell on upgrades.

Skills

CRM (Salesforce)

Customer success

Communication

Negotiation

Time management

Team collaboration

Gmail

Google Docs

Microsoft Excel

Microsoft Word

Relationship building

Self-motovation

Education

Associate degree or equivalent

Tools

Salesforce

CRM software

Gmail

Google Docs

Web browsers

Job description

KnowBe4, a leader in digital workforce security, seeks a Customer Success Manager (SMB) in Leeds. You will build relationships with new customers, drive adoption of KnowBe4 products, and maximize customer lifetime value through onboarding, growth and renewals.

Operate with a consultative approach, align on objectives with executives, and coordinate with cross-functional teams to deliver outcomes that exceed expectations.