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

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 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.

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

Careers Page: https://www.knowbe4.com/careers/locations/york

Glassdoor: https://www.glassdoor.com/Location/KnowBe4-York-Location-EI_IE969384.0,7_IL.8,12_IC3297365.htm

LinkedIn: https://www.linkedin.com/company/knowbe4/life/uk/

The 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 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 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 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 Company's CRM

Minimum 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 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

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 www.knowbe4.com/careers/benefits.

Note: 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 www.knowbe4.com/careers/request-accommodation.

No recruitment agencies, please.