Customer Success Manager (SMB) (Fluent in Italian) (Position located in London, England)

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score.

The Customer Success Manager (SMB) is responsible for building effective relationships with customers and for maximizing the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations.

Responsibilities:

• Forge relationships with new customers, including management and executive stakeholders, and understand their objectives.
• From a consultative approach, develop a strategy and plan for achieving customer objectives.
• Leverage KnowBe4 assessments.
• Manage the steps of the onboarding process with 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.
• Continually work with customers, 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 customers 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 customer 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 Renewal Specialist with customer renewals within your portfolio.
• Coordinate with Account Managers on the Cross-Sell team to ensure add-on/upgrade scenarios are followed up on, as well as referrals for new KnowBe4 products.
• 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.
• 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.

Benefits:

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.

Equal Opportunity Employer: 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.