Customer Success Manager (Enterprise) (Position located in Melbourne, Australia)

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.

• To learn more about our team and office culture in Melbourne, Australia, visit the following links.
• Careers Page: https://www.knowbe4.com/careers/locations/melbourne
• Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Melbourne-Location-EI_IE969384.0,7_IL.8,17_IC2264754.htm

The Customer Success Manager (Enterprise) is responsible for building effective relationships with current customers and for maximizing the customer lifetime value within the assigned portfolio. This will be 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 CSM (Enterprise) is responsible for managing the onboarding of new customers, the renewal process and customer growth by identifying add-ons and upsell opportunities.

Duties:

Forge relationships with new and existing customers, including management and executive stakeholders, and understand their objectives

From a consultative approach, develop a strategy and plan for achieving customer objectives

Continually assess and identify customer’s SAT program maturity level, and strategize with customer leadership to develop a sustainable security culture

Help the administrator develop and manage a mature security awareness program, based on alignment with executive goals and expectations

Maintain a high level of professionalism in the handling and managing of enterprise accounts

Leverage KnowBe4 assessments such as ASAP for program design and SAPA and SCS to increase the proficiency and security culture of the organization

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, including management and executive stakeholders, 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

Conduct periodic strategic engagement reviews with management and executive stakeholders to ensure alignment on customer objectives, industry trends, benchmarking, value delivered, opportunities for additional value, KnowBe4 product updates and overall level of satisfaction

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

Do discovery on opportunities for add-ons and upgrades, and initiate interest in new KnowBe4 products

Coordinate with Account Managers on the Cross-Sell team to ensure add-on/upgrade scenarios are followed up on, as well as referrals for new KnowBe4 products

Meet and exceed targets for performance metrics

Maintain impeccable administration of your accounts in the Company’s CRM

Minimum Qualifications:

Associate’s Degree or equivalent work experience and education preferred

Experience managing accounts with complex IT systems

Experience managing accounts with 1000+ employees

Experience in communicating with high level executives in enterprise level accounts and maintaining presence and composure

Familiarity with standard concepts, practices and procedures within the IT Security Field

Experience with Salesforce or other CRM

Experience with Microsoft Excel and Word

Experience with Gmail and Google Docs

Experience with web Browsers (Chrome, Internet Explorer, etc.)

IT experience/exposure is a plus

Prior experience as a Customer Success Manager

SACP Certification

Excellent verbal and written communications

Superior Customer Service skills

Excellent time management and organization skills

Ability to build a rapport through phone calls,email and video conferencing

Strong collaborative and teamwork skills

Strong negotiation skills

Our Fantastic Benefits

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits .

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 www.knowbe4.com/careers/request-accommodation.

No recruitment agencies, please.