Director of Professional Services & Implementations

KnowBe4; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Monthly sales bonuses

Employee referral bonuses

Adoption assistance

Tuition reimbursement

Certification reimbursement

Certification completion bonuses

Job summary

KnowBe4 is seeking a Director of Professional Services in the United Kingdom, based in London. The role combines senior management with hands-on technical expertise to guide deployment strategies and customer success in complex implementations.

Leading a cross-functional team, you will drive onboarding processes, lifecycle management, and strategic guidance for customers while maintaining deep product knowledge and strong stakeholder engagement across the organization.

Qualifications

• 8+ years experience in onboarding, implementation, and technical consulting.
• 3+ years management experience with leadership in customer implementation and/or customer success in a B2B SaaS environment.
• Strong understanding of onboarding processes, technical solution delivery, and customer lifecycle management.
• Demonstrated ability to build and scale high-performing teams.
• Excellent communication, stakeholder management, and problem-solving skills.
• Technical proficiency with SaaS platforms, APIs, and system integrations.
• Results-driven with a focus on delivering exceptional customer experiences.
• Bachelor's degree in Computer Science, Information Security, or a related field.

Responsibilities

• Provide strategic leadership to accelerate and improve solution delivery, operational execution, time to value and customer success.
• Drive development and execution of scalable onboarding and implementation processes for timely go-lives.
• Oversee delivery of technical solutions and strategic guidance throughout customer lifecycle.
• Monitor key performance metrics related to utilization, on-time delivery, time to value and customer satisfaction.
• Establish and evolve implementation methodology best practices to drive excellence.
• Manage resource planning and hiring to build a high-performing team.
• Lead and develop direct reports through performance management and career planning.
• Coordinate training and mentoring for team members to foster continuous learning.

Skills

Onboarding expertise

Implementation leadership

Customer success

SaaS knowledge

APIs

Education

BSc CS / Info Security

Tools

APIs

System integrations

CRM/CS tools

Job description

KnowBe4 is seeking a Director of Professional Services in the United Kingdom, based in London. The role combines senior management with hands-on technical expertise to guide deployment strategies and customer success in complex implementations.

Leading a cross-functional team, you will drive onboarding processes, lifecycle management, and strategic guidance for customers while maintaining deep product knowledge and strong stakeholder engagement across the organization.