Customer Success Manager (SMB) (Position located in Leeds, England)

KnowBe4 Human Risk Mgmt Platform; Leeds; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading cybersecurity company in Leeds is seeking a Customer Success Manager to build relationships with clients and enhance their experience. This role involves managing customer onboarding, metrics monitoring, and leveraging tools to ensure customer satisfaction. Ideal candidates should have a strong background in customer service, be familiar with CRM systems, and possess excellent communication skills. Join a dynamic team that values professional development and engages in a vibrant workplace culture.

Benefits

Company-wide bonuses

Tuition reimbursement

Certification reimbursement

Qualifications

• Experience with Salesforce or other CRM.
• Excellent time management and organization skills.
• Must be able to work with minimal supervision.

Responsibilities

• Forge relationships with new customers including management and executive stakeholders.
• Manage the steps of the onboarding process with the customer.
• Monitor customer usage adoption and customer health metrics.

Skills

Excellent verbal and written communications

Superior Customer Service skills

Strong collaborative and teamwork skills

Strong negotiation skills

Education

Associates degree or equivalent work experience

Tools

Salesforce

Microsoft Excel

Gmail

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 were not just providing security awareness training - were 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.

To learn more about our team and office culture in Leeds England (UK) visit the following links.

Customer Success Manager (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. Customer Success Manager (SMB / TT) is responsible for managing the onboarding of new customers the renewal process and customer growth by identifying add-ons and upsell opportunities.

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 Pricing Specialist with customer renewals add-ons and upgrades within your portfolio
• Meet and exceed bookings targets and quotas
• Maintain impeccable administration of your accounts in the Companys CRM

Minimum Qualifications

• Associates 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
• Proactive way of working

Our Fantastic 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.

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.

Key Skills

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

Employment Type: Full Time

Experience: years

Vacancy: 1