Customer Success Architect (Position located in Leeds, United Kingdom)

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 Customer Success Architect is a key member of the Customer Success team, responsible for providing strategic technical guidance and expertise to ensure customers achieve maximum value from our KnowBe4 platform. You will work closely with enterprise and strategic customers, Customer Success Managers (CSMs), and internal teams to design and optimize customer solutions, aligning our platform capabilities with their business objectives.

Responsibilities

• Serve as the technical expert and trusted advisor to customers throughout their lifecycle.
• Collaborate with CSMs to understand customer goals and develop tailored solution architectures.
• Lead technical discovery sessions to identify customer requirements and map them to platform capabilities.
• Assist with onboarding, implementation, and optimization of the platform, ensuring successful adoption.
• Provide hands‑on technical support, troubleshooting, and guidance on best practices.
• Conduct regular technical reviews and health checks to ensure customers are maximizing the platform’s potential.
• Advocate for customer needs by collaborating with Product, Engineering, and Support teams.
• Develop and deliver training materials, documentation, and knowledge base articles to support customer enablement.
• Stay updated on product enhancements and industry trends to provide customers with cutting‑edge solutions.

Minimum Qualifications

• 2+ years of experience in Customer Success, Solutions Architecture, or Professional Services roles, preferably within a SaaS environment.
• Strong technical background with expertise in relevant technologies, e.g., APIs, cloud platforms, security solutions.
• Experience in leading workshops, facilitating meetings, and driving executive alignment.
• Proven ability to architect and deploy enterprise‑level solutions.
• Excellent communication and presentation skills, with the ability to convey complex technical concepts to both technical and non‑technical stakeholders.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies and sales methodologies.
• Experience with Gmail and Google Docs.
• Experience with MS Office (Word and Excel).
• Experience with customer success platforms (e.g., Gainsight, ChurnZero) is a plus.
• Customer‑focused mindset with a passion for enabling customer success.
• Strong problem‑solving skills.
• Excellent verbal and written communications.
• Highly organized and result‑oriented.
• Excellent time management and organization skills.
• Can demonstrate technical troubleshooting and analysis ability.
• Can demonstrate integrity, accountability, respect and commitment.
• Self‑starter with the ability to manage multiple priorities and projects simultaneously.
• Strong collaborative and teamwork skills.
• Ability to work with minimal supervision.
• Ability to build rapport with customers via phone, email and video conferencing.

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.

For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.

Note: An applicant assessment and background check may be part of your hiring procedure.

Equal Employment Opportunity

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.