Global Head of Customer Onboarding

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

Benefits offered by this job

Bonuses for monthly sales targets

Employee referral bonuses

Adoption assistance

Tuition reimbursement

Certification reimbursement

Certification bonuses

Job summary

KnowBe4 in London is seeking a Senior Manager, Customer Onboarding to lead the Onboarding Consulting team across EMEA and APJ. You will drive seamless onboarding, ensure technical excellence, and enable customers to realize value with the KnowBe4 platform.

You will partner with Sales, CS, Support, Product and Engineering to optimize onboarding, accelerate time to first value, and mentor international teams across locations.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 8+ years in customer implementation, onboarding, or related roles.
• 5+ years building and leading international teams.
• Proven leadership in onboarding in a B2B SaaS environment.
• Strong understanding of onboarding processes and lifecycle management.
• Cybersecurity experience is preferred.
• Excellent communication and stakeholder management.
• Ability to work across multiple locations and cultures.
• Technical proficiency with AI/SaaS platforms and system architecture.
• Ability to learn and adapt as product evolves.

Responsibilities

• Lead and develop the Onboarding Consultant team to deliver customer outcomes.
• Drive scalable onboarding and implementation processes for timely go-lives.
• Oversee delivery of technical solutions during onboarding.
• Collaborate with leadership to define scalable customer success strategies.
• Monitor metrics like time to live, first value, and satisfaction.
• Establish best practices for delivery and global consistency.
• Mentor across international locations, considering local languages and cultures.
• Serve as escalation point for complex implementations.
• Provide feedback to Product/Engineering to enhance platform.
• Foster innovation, collaboration and customer-centric culture.
• Participate in hiring and people decisions for the team.

Skills

Leadership

Onboarding

SaaS

Stakeholder management

Cross-functional collaboration

Communication

Education

Bachelor’s degree or equivalent

Job description

KnowBe4 in London is seeking a Senior Manager, Customer Onboarding to lead the Onboarding Consulting team across EMEA and APJ. You will drive seamless onboarding, ensure technical excellence, and enable customers to realize value with the KnowBe4 platform.

You will partner with Sales, CS, Support, Product and Engineering to optimize onboarding, accelerate time to first value, and mentor international teams across locations.