Customer Success Manager (SMB) (Position located in Melbourne, Australia) Melbourne, Australia 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. 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. 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 objectivesFrom a consultative approach, develop a strategy and plan for achieving customer objectivesLeverage KnowBe4 assessmentsManage 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 activitiesCoordinate with technical support for technically complex questionsMonitor customer usage, adoption, and customer health metricsContinually 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 termPerform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoptionConduct 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 andoverall level of satisfactionDrive 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 KnowBe4Coordinate 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 quotasMaintain impeccable administration of your accounts in the Company's CRM Minimum Qualifications:Associate's degree or equivalent work experience and education preferredFamiliarity with standard concepts, practices and procedures within the IT Security FieldExperience with Salesforce or other CRMExperience with Microsoft Excel and WordExperience with Gmail and Google DocsIT experience/exposure is a plusPrior experience as a Customer Success Manager preferredExcellent verbal and written communicationsExcellent time management and organization skillsAbility to build a rapport through phone calls, email and video conferencingStrong collaborative and teamwork skillsMust be able to work with minimal supervisionWe 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. Apply for this job indicates a required field First Name Last Name Email Phone Location (City) Resume/CV Enter manually Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf How did you learn about us? Select ALL that apply. 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