Customer Success Manager (Msp)

1 month agoClearwater, FL
KnowBe4, Inc. is the provider of the world's largest security awareness training and simulated phishing platform.  KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day. Tens of thousands of organizations worldwide use KnowBe4’s platform to mobilize their end users as a last line of defense and enable them to make better security decisions, every day.
We have ranked a best place to work for women, millennials, and in technology nationwide by Fortune Magazine as well as #1 or #2 in The Tampa Bay Top Workplaces Survey for the last six years.

The MSP Customer Success Manager is responsible for building effective and longstanding relationships with new and existing Managed Service Providers and for maximizing the partner lifetime value within the assigned portfolio of partner accounts. This will be accomplished by delivering a great MSP partner experience and enabling MSPs to maximize the value and utility of our products as well as to deliver outcomes and results that exceed their MSP Partner expectations.  The MSP Customer Success Manager is responsible for managing the successful and timely onboarding of new MSPs, the renewal process and MSP partner growth by providing pricing quotes for renewals, add-ons, and upsells and then successfully and efficiently closing those opportunities.


  • Forge relationships with new MSP partners and understand their objectives, sales targets and metrics 
  • Work closely with MSP partners to develop a strategy and plan for achieving their objectives, sales targets and metrics
  • Manage the prescribed MSP onboarding process with the partner including but not limited to use of KnowBe4 assessments, account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities 
  • Train the MSP partner sales team on how to conduct an effective KnowBe4 demo for their prospective customers 
  • Leverage and promote the use of partner accessible KnowBe4 assets, including the partner portal
  • Coordinate with technical support for technically complex questions
  • Monitor MSP partner usage, adoption, and partner health metrics
  • Analyze MSP partner consoles and advise them on which training and phishing campaigns would be most beneficial to their customers
  • Continue to work with MSP partners 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 quarterly business reviews with key MSP partners to evaluate and monitor the relationship and performance, including but not limited to a thorough review of prior quarter and YTD sales, opportunity pipeline, customer retention rates and new customer acquisitions, KnowBe4 marketing collateral, product feature updates and how they should be positioned when selling to customers and new partner initiatives such as updates to partner programs
  • Drive cross-functional initiatives that will improve the overall MSP partner experience and lead to greater satisfaction and loyalty among MSP partners
  • Leverage new and existing tools, processes and best practices to ensure MSP partners are realizing the greatest possible value from KnowBe4
  • Be proactive when conducting discovery with MSP partners on opportunities and handle any objections to ensure predictability of successfully closing those opportunities
  • Negotiate with MSP partners on opportunities to prevent account churn and to secure optimal terms
  • Employ pricing strategies that meet the Company’s standards, policies, and procedures
  • Generate pricing quotes for renewals, add-ons, and upsells
  • Manage your assigned 30, 60, and 90 day opportunity pipeline, weekly and daily forecasts, and meet regularly with your manager to review
  • Meet and exceed bookings targets and quotas
  • Maintain impeccable administration of your MSP partner accounts in the Company’s CRM
  • Provide input and make recommendations on whether an existing MSP partner relationship should be terminated

Minimum Qualifications:

  • Associate’s Degree or equivalent work experience and education preferred
  • Experience with Gmail and Google Docs 
  • Experience with MS Office (Word and Excel)
  • Experience with web browsers (Chrome, Internet Explorer, etc.)
  • 2+ years managing customers within a SaaS subscription model
  • 1+ years software sales experience preferred
  • 1+ years working with channel partners, including MSPs
  • Previous sales or negotiation experience
  • Familiarity with standard concepts, practices and procedures within the IT Security Field
  • Experience with Salesforce or other CRM
  • Strong verbal and written communications 
  • Excellent time management, prioritization and organization skills
  • Superior customer service skills
  • Strong collaborative and team work skills 
  • Ability to work with minimal supervision 
  • Ability to build rapport with partners via phone, email and video conferencing

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

No recruitment agencies, please.

Job ID: 5051867002

Perks and Benefits

  • Financial And Retirement
    • 401(k) with company matching
    • company equity
    • stock purchase program
    • performance bonus
    • relocation assistance
  • Health And Wellness
    • health insurance
    • dental insurance
    • vision insurance
    • life insurance
    • short-term disability
    • long-term disability
    • wellness program
    • fitness subsidies
    • FSA account
  • Office Life And Perks
    • flexible work hours
    • remote work opportunities
    • commuter benefits program
    • casual dress
    • snacks
    • some meals provided
    • diversity and inclusion program
    • company outings
  • Professional Development
    • tuition reimbursement
    • shadowing opportunities
    • access to online courses
    • promote from within
  • Vacation And Time Off
    • leave of absence
    • paid vacation
    • unlimited vacation
    • paid holidays
    • personal/sick days
    • maternity leave
    • paternity leave
    • sabbatical