Strategic SMB Customer Success Lead

KnowBe4; Leeds; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Monthly bonuses

Referral bonuses

Adoption assistance

Tuition reimbursement

Certification reimbursement

Certification completion bonuses

Job summary

KnowBe4 is seeking a Customer Success Manager (SMB) based in Leeds to build strong relationships with customers and maximise lifetime value. You will drive onboarding, adoption, and value delivery while coordinating with cross-functional teams to ensure renewals and expand use of KnowBe4 solutions.

The role emphasizes consultative planning, stakeholder engagement, and ongoing success reviews with customers across the portfolio.

Qualifications

• Associate degree or equivalent work experience preferred.
• Familiar with IT security concepts and practices.
• Experience with Salesforce or other CRM systems is preferred.

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 steps including configuration, training, and initial campaigns.
• Coordinate with technical support for complex questions.
• Monitor usage, adoption, and health metrics across accounts.
• Conduct periodic business reviews to ensure satisfaction and value.
• Drive cross-functional initiatives to improve customer experience and loyalty.
• Coordinate renewals with Renewal Specialist and support cross-sell opportunities.

Skills

Communication

Time management

Organization

Rapport building

Teamwork

Self-management

Education

Associate degree or equivalent

Tools

Salesforce

CRM

Microsoft Excel

Microsoft Word

Gmail

Google Docs

Job description

KnowBe4 is seeking a Customer Success Manager (SMB) based in Leeds to build strong relationships with customers and maximise lifetime value. You will drive onboarding, adoption, and value delivery while coordinating with cross-functional teams to ensure renewals and expand use of KnowBe4 solutions.

The role emphasizes consultative planning, stakeholder engagement, and ongoing success reviews with customers across the portfolio.