Snr. Manager, Customer Success (SMB) (Hybrid) (Fluent in English)

The role

The Snr. Manager, Customer Success (SMB) manages a team of Customer Success Managers. This person will build customer relationships, maximize customer lifetime value, and drive team performance to meet onboarding, renewal, and revenue targets.

What you will do

• Develop high performing Customer Success teams and manage production
• Monitor statistics, reporting and dashboards to identify areas for improvement
• Ensure teams deliver value, results and outcomes aligned to customer objectives
• Ensure teams deliver exceptional customer experiences
• Manage the post-sale customer lifecycle and customer health
• Develop and execute playbooks for Customer Success teams
• Deliver outcomes including onboarding, customer adoption, retention and upselling
• Conduct business reviews and report metrics to leadership
• Serve as an executive level escalation point and advisor to customers
• Manage the overall pipeline and forecasts for the team

Required qualifications

• 2+ years managing customers within a SaaS subscription model
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM
• Experience delivering customer value, outcomes and results that align with customer objectives
• Experience delivering exceptional customer experiences
• Strong empathy for customers and passion for driving growth
• Basic understanding of financial and operational levers in a SaaS recurring revenue business model
• Consultative approach with a proven ability to drive value, results and outcomes that align with customer objectives
• Demonstrated ability to drive exceptional customer experiences

Nice to have

• Associate’s Degree or equivalent work experience and education
• Previous management experience

Benefits

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

Before you apply

• Please submit your resume in English
• An applicant assessment and background check may be part of your hiring procedure

About the company

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