Lead Customer Success Manager SMB

    • Clearwater, FL

 

KnowBe4, Inc. is a high growth information security company. We are the world’s largest provider of new-school security awareness training and simulated phishing. KnowBe4 was created to help organizations manage the ongoing problem of social engineering. 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 five years. We have also had 27 record-setting quarters in a row.

The Lead Customer Success Manager SMB is responsible for building effective relationships with current customers and for maximizing the customer lifetime value within the assigned portfolio. This is 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. The Lead Customer Success Manager SMB is responsible for managing the onboarding of new customers, the renewal process, and customer growth by identifying add-ons and upsell opportunities.  With a production demand mindset, the Lead Customer Success Manager SMB will take extreme ownership for driving performance and managing production of the assigned SMB Customer Success team.

Responsibilities:

  • Forge  relationships with new customers 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 
  • Continue working with customers 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
  • 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 Pricing Specialists with customer renewals, add-ons and upgrades within your portfolio
  • Maintain impeccable administration of your accounts in the Company’s CRM
  • Take extreme ownership in developing a high performing SMB Customer Success team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets
  • Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions 
  • Track, manage, and ensure that your SMB Customer Success team is delivering value, results and outcomes that align to customer objectives
  • Track, manage and ensure that your SMB Customer Success team is delivering exceptional customer experiences
  • Track, manage and ensure that the prescribed customer journey and engagement model for SMB customers is seamlessly and consistently adhered to
  • Develop and groom strong customer advocates  
  • Serve as a management escalation point for customer issues and assist SMB CSMs with tags 
  • Assist in negotiations with customers on opportunities to prevent churn and secure optimal terms
  • Develop and manage OKRs
  • Enforce impeccable administration of accounts in the Company’s CRM
  • Promote referrals for new business sales 
  • Communicate effectively with your SMB CSMs to ensure that all policies and procedures are well understood
  • Work closely with Growth and SMB Customer Success Regional Director to develop and manage coaching plans for SMB CSMs that are underperforming and need improvement 
  • Develop and groom strong, high performing SMB CSMs 
  • Make genuine recommendations to hire, fire, discipline and promote subordinates within assigned SMB Customer Success team

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
  • Previous management experience preferred
  • Familiarity with standard concepts, practices and procedures within the IT Security Field
  • Experience with Salesforce or other CRM
  • Experience delivering customer value, outcomes and results that align with customer objectives
  • Experience delivering exceptional customer experiences
  • Strong empathy for customers and passion for driving growth
  • Basic understanding of financial and operational levers in a SaaS recurring revenue business model
  • Consultative approach with a proven ability to drive value, results and outcomes that align with customer objectives
  • Demonstrated ability to drive exceptional customer experiences
  • Analytics, process-oriented mindset
  • Strong verbal and written communications
  • Excellent time management, prioritization and organization skills
  • Superior customer service skills
  • Strong collaborative and team work skills
  • Ability to build rapport with customers via phone, email and video conferencing
  • Strong critical thinking skills
  • High energy with ability to inspire and motivate teams to exceed targets
  • Ability to manage and build high performing teams
  • Self-motivated with ability to work with minimal supervision

Note: An applicant assessment, background check and drug test may be part of your hiring procedure.

No recruitment agencies, please.


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