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- Tasks: Build relationships with customers and ensure they get the most out of our products.
- Company: Join KnowBe4, a top-rated workplace known for security training and a fun culture.
- Benefits: Enjoy bonuses, tuition reimbursement, and a relaxed dress code in a modern work environment.
- Why this job: Make a real impact by helping clients enhance their security culture while enjoying a vibrant team atmosphere.
- Qualifications: Ideal candidates have experience with large accounts and excellent communication skills.
- Other info: Remote work options available; we value diversity and inclusion in our hiring process.
The predicted salary is between 36000 - 60000 £ per year.
About KnowBe4
KnowBe4, the provider of the world\’s largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.
Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a \”Great Place To Work\” in 8 countries, plus we\’ve earned numerous other prestigious awards, including Glassdoor\’s Best Places To Work.
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.
To learn more about our team and office culture in York, England (UK), visit the following links.
Careers Page:
Glassdoor:
LinkedIn :
The Customer Success Manager (Enterprise) is responsible for building effective relationships with current 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 CSM (Enterprise) is responsible for managing the onboarding of new customers, the renewal process and customer growth by identifying add-ons and upsell opportunities.
Responsibilities:
- Forge relationships with new and existing customers, including management and executive stakeholders, and understand their objectives
- From a consultative approach, develop a strategy and plan for achieving customer objectives
- Continually assess and identify customer’s SAT program maturity level, and strategize with customer leadership to develop a sustainable security culture
- Help the administrator develop and manage a mature security awareness program, based on alignment with executive goals and expectations
- Maintain a high level of professionalism in the handling and managing of enterprise accounts
- Leverage KnowBe4 assessments such as ASAP for program design and SAPA and SCS to increase the proficiency and security culture of the organization
- 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
- Do discovery on opportunities for add-ons and upgrades, and initiate interest in new KnowBe4 products
- 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 targets for performance metrics
- Maintain impeccable administration of your accounts in the Company’s CRM
Minimum Qualifications:
- Associate’s Degree or equivalent work experience and education preferred
- Experience managing accounts with complex IT systems
- Experience managing accounts with 1000+ employees
- Experience in communicating with high level executives in enterprise level accounts and maintaining presence and composure
- 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
- Experience with web Browsers (Chrome, Internet Explorer, etc.)
- IT experience/exposure is a plus
- Prior experience as a Customer Success Manager
- SACP Certification
- Excellent verbal and written communications
- Superior Customer Service skills
- Excellent time management and organization skills
- Ability to build a rapport through phone calls,email and video conferencing
- Strong collaborative and teamwork skills
- Strong negotiation skills
- Must be able to work with minimal supervision
Our Fantastic Benefits
We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, and a relaxed dress code – all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit .
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
No recruitment agencies, please.
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Customer Success Manager (Enterprise) (Position located in Leeds or London, England) employer: KnowBe4
Contact Detail:
KnowBe4 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (Enterprise) (Position located in Leeds or London, England)
✨Tip Number 1
Familiarise yourself with KnowBe4's products and services. Understanding their security awareness training and simulated phishing platform will help you speak confidently about how you can enhance customer experiences and drive value for clients.
✨Tip Number 2
Network with current or former employees of KnowBe4 on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your interviews.
✨Tip Number 3
Prepare to discuss your experience with managing enterprise-level accounts, especially in IT. Be ready to share specific examples of how you've successfully built relationships and driven customer success in previous roles.
✨Tip Number 4
Showcase your understanding of the IT security landscape. Being knowledgeable about current trends and challenges in cybersecurity will demonstrate your ability to engage with high-level executives and align with their objectives.
We think you need these skills to ace Customer Success Manager (Enterprise) (Position located in Leeds or London, England)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Success Manager at KnowBe4. Tailor your application to highlight relevant experiences that demonstrate your ability to build relationships and drive customer success.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience managing accounts with complex IT systems and your familiarity with the IT Security field. Mention any specific achievements in customer success or account management that align with the job description.
Showcase Communication Skills: Since the role involves communicating with high-level executives, ensure your application reflects your excellent verbal and written communication skills. Use clear and professional language, and provide examples of how you've successfully communicated with stakeholders in the past.
Personalise Your Application: Make your application stand out by personalising it for KnowBe4. Reference their company culture and values, such as radical transparency and continuous professional development, and explain how you embody these principles in your work.
How to prepare for a job interview at KnowBe4
✨Understand the Company Culture
Before your interview, take some time to research KnowBe4's culture and values. They emphasise radical transparency and continuous professional development, so be prepared to discuss how you align with these principles and how you can contribute to a fun and engaging workplace.
✨Showcase Your Customer Success Experience
As a Customer Success Manager, you'll need to demonstrate your ability to build relationships and drive customer satisfaction. Prepare examples from your past experiences where you've successfully managed accounts, resolved issues, and maximised customer value.
✨Prepare for Executive-Level Conversations
Since the role involves communicating with high-level executives, practice articulating your thoughts clearly and confidently. Be ready to discuss strategies for achieving customer objectives and how you would approach developing a sustainable security culture within an organisation.
✨Familiarise Yourself with Relevant Tools
KnowBe4 uses various tools like Salesforce and CRM systems. Brush up on your knowledge of these platforms and be prepared to discuss how you've used similar tools in the past to manage accounts and track customer engagement effectively.
