Entry Customer Success Manager (Hybrid)

Knowbe4 - Clearwater, FL

Full-time

Clearwater, FL

Educational Services

About the position

The Customer Success Manager (CSM) plays a pivotal role in ensuring that customers derive maximum value from their relationship with KnowBe4. This position is focused on building effective relationships with current customers and maximizing customer lifetime value within the assigned portfolio. The CSM is tasked with delivering an exceptional customer experience, which includes understanding customer objectives and aligning KnowBe4's products to meet those needs. By fostering strong relationships, the CSM will help customers achieve their goals and exceed their expectations through effective product utilization and support. In this role, the CSM will assist new customers in the onboarding process, guiding them through account configuration, product training, and initial campaigns. The CSM will also monitor customer usage and health metrics to ensure ongoing success and adoption of KnowBe4's products. Regular business reviews will be conducted to confirm customer satisfaction, address any technical issues, and drive further product adoption. The CSM will work closely with cross-functional teams to enhance the overall customer experience and identify upsell and cross-sell opportunities that contribute to customer growth and retention. The CSM will leverage various tools and best practices to ensure customers are realizing the greatest possible value from their subscriptions. This includes coordinating with technical support for complex inquiries and assisting with the renewal process. Ultimately, the CSM is responsible for meeting and exceeding bookings targets and quotas while maintaining impeccable administration of customer accounts in the company's CRM system.

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 assessment tools to enhance the customer journey
• 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
• Continually work 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 your Renewal Specialist with customer renewals
• Identify cross-sell opportunities for customer growth
• Meet and exceed bookings targets and quotas
• Maintain impeccable administration of your accounts in the Company's CRM

Requirements

• 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.)
• Experience with Salesforce or other CRM preferred
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Strong verbal and written communications
• Excellent time management and organization skills
• Superior customer service skills
• Strong collaborative and team work skills
• Ability to work with minimal supervision
• Ability to build rapport with customers via phone, email and video conferencing