Customer Success Manager (Strategic) (Hybrid)

A Customer Success Manager (Strategic) at KnowBe4 develops relationships with strategic customers to enhance their experience with our security products. They oversee customer onboarding, conduct business reviews, and strategically identify upsell opportunities, all while ensuring customers derive maximum value from their partnership with KnowBe4.

Candidates for the Customer Success Manager (Strategic) role at KnowBe4 should possess an Associate’s Degree or relevant experience. Key qualifications include managing large enterprise accounts, familiarity with IT security practices, and adept communication skills to engage high-level executives.

As a Customer Success Manager (Strategic) at KnowBe4, you'll be immersed in a fun, dynamic work culture prioritizing transparency and professional development. Our modern office in Clearwater, Florida, promotes collaboration with exciting activities like team lunches and outings, making every workday engaging.

KnowBe4 is committed to the continuous professional growth of its employees, including Customer Success Managers. We offer numerous opportunities for training, mentorship, and skill development, ensuring our staff stays at the forefront of customer success strategies and best practices in the IT field.

Customer Success Managers at KnowBe4 enjoy a competitive benefits package, including bonuses based on monthly sales targets, adoption assistance, tuition reimbursement, and a relaxed dress code, all within a high-tech and modern workplace atmosphere.

Performance for Customer Success Managers at KnowBe4 is measured through several metrics including customer satisfaction, retention rates, and successful completion of client onboarding processes. Exceeding performance targets contributes to bonuses and recognition within the team.

Customer Success Managers at KnowBe4 utilize a range of tools including Salesforce for CRM management, various metrics tracking tools for customer health, and KnowBe4’s proprietary assessments to design effective security awareness programs tailored to customer needs.

When asked how to build relationships with strategic clients, highlight your consultative approach. Discuss how you focus on understanding their objectives and how you maintain regular communication to ensure they feel valued and satisfied with their experience.

In discussing onboarding, share specific methods you have used to engage new clients, including how you tailor the onboarding process to meet their unique needs and ensure they feel equipped and supported as they start using the product.

When addressing customer feedback, emphasize your commitment to listening and adapting. Provide examples of how you've previously used feedback to influence product changes or improve customer service, reinforcing the concept of continuous improvement.

To identify upselling opportunities, discuss your approach to analyzing customer data and your awareness of their business goals. Talk about how regular check-ins and review sessions help you spot potential needs for additional services or products.

To maintain professionalism, explain how you prioritize accountability and communication. Share examples where you've had to manage sensitive situations with a focus on maintaining trust and rapport with your clients.

In discussing metrics for measuring customer success, reference customer satisfaction scores, renewal rates, product adoption levels, and feedback. Make it clear that you believe in using data-driven approaches to track success.

Discuss a specific case where you spearheaded a significant project for a client that resulted in increased satisfaction or product utilization. Highlight your role in strategizing, executing, and following up on the project.

Talk about your dedication to ongoing learning. Mention specific resources you use—like webinars, industry conferences, courses, or networking with other professionals—to stay updated on trends and innovations in IT security.

Emphasize that communication is crucial in customer success for building trust and understanding client needs. Share how you maintain open channels of communication to ensure customers feel heard and valued.

When managing a challenging situation, convey your approach of staying calm and understanding the customer’s concerns. Detail specific steps involving active listening, empathizing with their situation, and proposing actionable solutions to resolve their issues.