At a Glance
- Tasks: Build strong relationships with customers and ensure they get the most out of our products.
- Company: Join KnowBe4, a leader in digital workforce security with a fun, modern culture.
- Benefits: Enjoy bonuses, tuition reimbursement, and a vibrant work environment.
- Other info: Great opportunity for growth in a dynamic tech company.
- Why this job: Make a real impact by helping customers succeed and enhancing their security experience.
- Qualifications: Fluent in Italian, with customer success or IT experience preferred.
The predicted salary is between 40000 - 50000 £ per year.
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 platform leverages 15 years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.
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. The Customer Success Manager is responsible for assisting new customers in onboarding, customer growth and expansion by identifying upsell opportunities, adoption by promoting frequent use and additional features of products and the renewal process.
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.
Customer Success Manager (SMB) (Fluent in Italian) (Position located in London, England) employer: KnowBe4, Inc.
At KnowBe4, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Customer Success Manager in London, you'll enjoy a modern, high-tech environment with ample opportunities for professional growth, competitive bonuses, and a strong emphasis on collaboration. Join us to make a meaningful impact in the field of digital workforce security while enjoying a supportive atmosphere that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (SMB) (Fluent in Italian) (Position located in London, England)
✨Tip Number 1
Network like a pro! Reach out to current employees at KnowBe4 on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role.
✨Tip Number 2
Prepare for the interview by understanding KnowBe4's products inside out. Familiarise yourself with their platform and think of ways you can help customers maximise their use of it. Show us you’re ready to hit the ground running!
✨Tip Number 3
Practice your communication skills! As a Customer Success Manager, you'll need to build relationships and convey complex ideas simply. Try mock interviews with friends or use online resources to sharpen your pitch.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the KnowBe4 team.
We think you need these skills to ace Customer Success Manager (SMB) (Fluent in Italian) (Position located in London, England)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in building relationships and driving customer success, especially in the IT security field.
Show Off Your Skills:Don’t forget to showcase your communication skills and familiarity with tools like Salesforce and Microsoft Excel. We love seeing how you can leverage these to enhance customer experiences!
Be Personable:Remember, we’re looking for someone who can build rapport with customers. Use your application to convey your personality and how you connect with others, whether through phone calls or emails.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to see your application and get you into the process smoothly. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at KnowBe4, Inc.
✨Know Your Customer
Before the interview, research KnowBe4 and its products thoroughly. Understand their mission to empower the workforce in making smarter security decisions. Being able to discuss how you can help customers maximise their use of the platform will show your genuine interest and readiness for the role.
✨Showcase Your Relationship-Building Skills
As a Customer Success Manager, building relationships is key. Prepare examples from your past experiences where you've successfully forged strong connections with clients or stakeholders. Highlight your consultative approach and how it led to positive outcomes.
✨Demonstrate Your Problem-Solving Abilities
Think of scenarios where you've resolved customer issues or improved their experience. Be ready to discuss how you would handle onboarding challenges or technical questions, showcasing your ability to coordinate with support teams effectively.
✨Prepare for Metrics and Goals Discussion
Familiarise yourself with customer health metrics and how they relate to customer success. Be prepared to discuss how you would monitor usage and adoption rates, and how you plan to meet and exceed bookings targets. This shows you're results-driven and understand the importance of metrics in this role.
