Customer Success Manager (Strategic) (Hybrid)

A Customer Success Manager (Strategic) at KnowBe4 is responsible for building and nurturing strong relationships with strategic customers. This role involves onboarding new clients, conducting periodic business reviews, and identifying opportunities for upselling while ensuring customers derive maximum value from our security awareness training platform.

To apply for the Customer Success Manager (Strategic) position at KnowBe4, candidates should have an Associate’s Degree or equivalent work experience, preferably with experience in managing complex IT accounts with over 1000 employees, as well as familiarity with IT security concepts and strong communication skills.

The Customer Success Manager (Strategic) position at KnowBe4 allows for a hybrid work model, enabling you to work both remotely and in-person from our Clearwater, Florida office, providing flexibility tailored to your needs.

At KnowBe4, Customer Success Managers are provided with substantial support from cross-functional teams and have access to resources and tools that help them manage customer relationships effectively, ensuring that both they and the clients thrive.

The work culture at KnowBe4 is vibrant and engaging, emphasizing radical transparency, fun team-building activities, and continuous professional development, making it one of the best places to work for employees in the tech industry.

The success of Customer Success Managers at KnowBe4 is measured through performance metrics related to customer satisfaction, product adoption, upsell achievements, and the overall lifetime value they provide to strategic customers.

KnowBe4 provides various career growth opportunities for Customer Success Managers, including training programs, mentorship, and pathways to advanced roles based on performance and continuous professional development within the organization.

When answering this question, provide specific examples of strategic accounts you managed, the challenges you faced, and how you overcame them to deliver successful outcomes that aligned with clients' goals.

Detail your approach to time management, mentioning tools or methods you use to prioritize tasks effectively, especially when dealing with multiple customer needs simultaneously in a high-energy setting.

Share techniques that facilitate strong relationships, such as regular communication, understanding clients’ business objectives, and providing personalized solutions that demonstrate value and build rapport.

Discuss your structured approach to onboarding that entails clear timelines, training sessions, and checkpoints, ensuring clients feel confident and supported during their transition to KnowBe4's platform.

Explain the steps you took to resolve the situation that led to dissatisfaction, emphasizing your listening skills, empathy, and ultimately how you improved their experience and earned their trust.

Mention specific metrics you focus on, such as product usage, customer satisfaction scores, or renewal rates, and explain how you utilize this data to enhance customer experiences.

Describe your conflict resolution techniques, such as facilitating open communication and encouraging collaborative problem-solving that leads to satisfactory results for all parties involved.

Highlight your proficiency in relevant tools, particularly those used in customer success roles like Salesforce, and explain how they feature in your everyday work for optimizing client interactions.

Share a story that illustrates your consultative approach to upselling, detailing the process you followed and the impact this had on the customer's success and satisfaction.

Articulate your motivation by connecting your values with KnowBe4's mission and culture, citing your enthusiasm for contributing to cybersecurity awareness and making an impact in clients’ success.