Snr. Manager, Customer Onboarding (Position located in Leeds, United Kingdom)

The role

The Snr. Manager, Customer Onboarding will lead and oversee the Onboarding Consulting team located internationally in EMEA and APJ. This role manages a high performing team to drive seamless customer onboarding and ensure technical excellence with the KnowBe4 platform.

What you will do

• Lead, mentor, and develop the Onboarding Consultant team
• Drive the development and execution of scalable onboarding and implementation processes
• Oversee the delivery of technical solutions and strategic guidance to customers
• Collaborate with leadership and cross-functional teams to execute customer success strategies
• Monitor key performance metrics related to time to live, first value, resource capacity, and customer satisfaction
• Establish best practices and frameworks for technical solution delivery
• Manage and mentor across multiple different international locations
• Serve as an escalation point for complex customer implementation and technical challenges
• Advocate for customer needs and provide feedback to Product and Engineering teams
• Make or influence people decisions including hiring, termination, advancement, and promotion

Required qualifications

• Bachelor’s degree or equivalent work experience and education
• Proven leadership experience in customer onboarding, customer implementation and/or customer success within a B2B SaaS environment
• Strong understanding of customer onboarding processes, technical solution delivery, and customer lifecycle management
• 8+ years experience in Customer Implementation, Onboarding, Technical Consulting, or Solution Delivery in a high velocity motion serving Commercial customers
• 5+ years experience building, scaling and managing high-performing teams
• Proven experience leading managing international teams across multiple locations involving different local languages, cultures and customs
• Technical proficiency with AI/SaaS platforms, system architecture and solution delivery
• Results-driven with a focus on delivering exceptional customer experiences
• Excellent communication, stakeholder management, and problem-solving skills
• Excellent time management and organization skills
• Superior customer service skills and strong collaborative and team work skills
• Ability to build solid technical understanding of the KnowBe4 platform

Nice to have

• Cybersecurity experience and expertise

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 empowers the modern workforce to make smarter security decisions every day. The company is a pioneer of digital workforce security, securing both AI agents and humans.