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

The role

The Customer Success Manager (Enterprise) builds relationships with current customers and maximizes customer lifetime value. This role manages onboarding, the renewal process, and customer growth through add-ons and upsell opportunities.

What you will do

• Forge relationships with new and existing customers including management and executive stakeholders
• Develop a strategy and plan for achieving customer objectives using a consultative approach
• Assess customer SAT program maturity level and strategize with leadership
• Help administrators develop and manage a security awareness program
• Manage onboarding steps including account configuration, training, and change management activities
• Coordinate with technical support for complex questions
• Monitor customer usage, adoption, and health metrics
• Perform periodic business reviews and strategic engagement reviews
• Coordinate with Renewal Specialists and Account Managers for renewals and cross-selling
• Maintain account administration in the CRM

Required qualifications

• Experience managing accounts with complex IT systems
• Experience managing accounts with 1000+ employees
• Experience in communicating with high level executives in enterprise level accounts
• 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
• Prior experience as a Customer Success Manager
• SACP Certification
• Excellent verbal and written communications
• Superior Customer Service skills

Nice to have

• Associate’s Degree or equivalent work experience and education
• IT experience/exposure

Benefits

• Company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses

Before you apply

• An applicant assessment and background check may be part of your hiring procedure

About the company

KnowBe4 is a pioneer of digital workforce security, securing both AI agents and humans. The company provides attack simulation and training, collaboration security, and agent security.