KnowBe4, the provider of the world’s largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a “Great Place To Work” in 8 countries, plus we’ve earned numerous other prestigious awards, including Glassdoor’s Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to private parties at theme parks, there is always something exciting happening at KnowBe4.

Remote positions open to the US only. #ZR

The Customer Success Team Manager (Tech Touch) 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. Customer Success Team Manager (Tech Touch) 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 Customer Success Team Manager (Tech Touch) will take extreme ownership for driving performance and managing production of the assigned Tech Touch Customer Success team.

Responsibilities:

Make genuine recommendations to hire, fire, discipline and promote subordinates within assigned Tech Touch Customer Success team
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 Tech Touch 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 Tech Touch Customer Success team is delivering value, results and outcomes that align to customer objectives
Track, manage and ensure that your Tech Touch Customer Success team is delivering exceptional customer experiences
Track, manage and ensure that the prescribed customer journey and engagement model for Tech Touch customers is seamlessly and consistently adhered to
Develop and groom strong customer advocates
Serve as a management escalation point for customer issues and assist Tech Touch 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 Tech Touch CSMs to ensure that all policies and procedures are well understood
Work closely with Growth and Tech Touch Customer Success Regional Director to develop and manage coaching plans for Tech Touch CSMs that are underperforming and need improvement
Develop and groom strong, high performing Tech Touch CSMs

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