Customer Success Team Lead (SMB) (Hybrid) (Fluent in English)

The role

The Customer Success Team Lead (SMB) manages a team of Customer Success Managers to build customer relationships and maximize lifetime value. This role involves driving performance to meet onboarding targets, renewals, cross-sell opportunities, and ARR targets.

What you will do

• Manage the daily, weekly, monthly and quarterly production of Customer Success teams
• 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
• Develop and execute playbooks for Customer Success teams
• Reduce time to value by onboarding new customers within 60 days
• Conduct business reviews and report outcomes to leadership
• Serve as an executive level escalation point for customer issues
• 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 preferred
• Previous management experience preferred

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