Partner Success Manager (MSP Per Client) (Position located in London or Leeds, England)

About KnowBe4

Join the cybersecurity company that puts security first; literally and without compromise. At KnowBe4, our AI-driven Human Risk Management platform empowers over 70,000 organizations worldwide to strengthen their security culture and transform their workforce from their biggest vulnerability into their strongest security asset. As the undisputed industry standard with unusually high customer retention rates and recognition as a Leader by G2 and TrustRadius, we’re not just providing security awareness training - we’re redefining what it means to be a trusted security partner in an increasingly complex threat landscape. Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

The MSP Per Client Partner Success Manager is responsible for assisting with partner relationships with KnowBe4’s MSPs that purchase per-client. The MSP Per-Client CSM is responsible for building effective relationships with partners and for maximizing the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great partner experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations. The CSM is responsible for managing the partner through the onboarding of new customers, the renewal process and customer growth by identifying add-ons and upsell opportunities.

Responsibilities

• Forge relationships with new partners by understanding their objectives and training them to achieve desired results for their client base.
• Manage the steps of the onboarding process with the partner to use for the customer including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities.
• Coordinate with technical support for technically complex questions.
• Monitor customer usage, adoption, and customer health metrics to assist partner.
• Continually work with partners, including management and executive stakeholders, per prescribed engagement model to support ongoing successful adoption of KnowBe4’s products and to drive additional value throughout the lifetime of the subscription term.
• Perform periodic business reviews with partners to confirm satisfaction, resolve technical issues, and continually drive successful product adoption.
• Conduct periodic strategic engagement reviews with management and executive stakeholders to ensure alignment on customer objectives, industry trends, benchmarking, value delivered, opportunities for additional value, KnowBe4 product updates and overall level of satisfaction.
• Drive cross-functional initiatives that will improve the overall partner experience and lead to greater satisfaction and loyalty among customers.
• Leverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from KnowBe4.
• Coordinate and assist your Pricing Specialist with customer renewals, add-ons and upgrades within your portfolio.
• Meet and exceed bookings targets and quotas.
• Maintain impeccable administration of your accounts in the Company’s CRM.

Minimum Qualifications

• Associate’s Degree or equivalent work experience and education preferred.
• 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.
• IT experience/exposure is a plus.
• Prior experience as a Customer Success Manager preferred.
• General understanding of Channel Partners, including Resellers, Distributors, Managed Service Providers, etc.
• Excellent verbal and written communications.
• Excellent time management and organization skills.
• Ability to build a rapport through phone calls, email and video conferencing.
• Strong collaborative and teamwork skills.
• Must be able to work with minimal supervision.

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment.

Note: An applicant assessment and background check may be part of your hiring procedure. Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation. No recruitment agencies, please.