Customer Success Manager (Tech Touch & SMB) (Position located in South Africa)

📋 Description

• • **About KnowBe4:** Join a leading cybersecurity company renowned for its commitment to security and its innovative AI-driven Human Risk Management platform. KnowBe4 empowers over 70,000 organizations globally to enhance their security culture, transforming their workforce from a potential vulnerability into a robust security asset. Recognized as an industry leader with exceptional customer retention rates and accolades from G2 and TrustRadius, KnowBe4 is not just offering security awareness training; it's redefining the role of a trusted security partner in today's complex threat landscape.
• • **Company Culture:** Our team thrives on radical transparency, extreme ownership, and continuous professional development within a supportive and inclusive environment that encourages individuality. Whether working remotely or in the office, we foster a fun and engaging atmosphere, complete with team lunches, trivia competitions, and local outings, ensuring every day is exciting and rewarding.
• • **Role Overview:** As a Customer Success Manager (Tech Touch & SMB) based in Cape Town, South Africa, you will be instrumental in building strong, lasting relationships with our Small to Medium-sized Business (SMB) clients. Your primary focus will be to maximize customer lifetime value by ensuring an exceptional customer experience, driving product adoption, and delivering tangible outcomes that exceed expectations. This role is crucial for guiding new customers through onboarding, fostering growth and expansion within your portfolio, identifying upsell opportunities, promoting the full utilization of our products, and managing the renewal process.
• • *Key Responsibilities:**
• • **Client Relationship Management:** Forge deep, consultative relationships with new and existing customers, including key management and executive stakeholders, to thoroughly understand their unique business objectives and security goals.
• • **Strategic Onboarding:** Oversee and manage the comprehensive onboarding process for new clients. This includes meticulous account configuration, delivering in-depth product and best-practice training, launching initial end-user phishing simulations and training campaigns, and guiding customers through essential change management activities to ensure a smooth transition and immediate value realization.
• • **Adoption and Value Maximization:** Proactively monitor customer usage patterns, adoption rates, and key customer health metrics. Continuously engage with your portfolio, adhering to a prescribed engagement model, to support the ongoing successful adoption of KnowBe4’s products. Your efforts will be geared towards driving additional value throughout the customer's subscription lifecycle.
• • **Proactive Engagement and Reviews:** Conduct periodic business reviews with customers to gauge satisfaction, address any technical challenges, and reinforce strategies for successful product utilization. Perform strategic engagement reviews with management and executive stakeholders to ensure alignment on customer objectives, discuss industry trends, provide benchmarking data, highlight delivered value, identify opportunities for further value creation, communicate KnowBe4 product updates, and assess overall customer satisfaction.
• • **Customer Growth and Retention:** Actively identify and pursue upsell and cross-sell opportunities within your existing customer base, collaborating closely with Account Managers to ensure seamless follow-up and the introduction of new KnowBe4 products. You will also play a vital role in supporting customer renewals by coordinating closely with your dedicated Renewal Specialist.
• • **Cross-Functional Collaboration:** Drive cross-functional initiatives aimed at enhancing the overall customer experience, fostering greater customer satisfaction, loyalty, and advocacy for KnowBe4.
• • **Process Improvement:** Leverage existing and new tools, processes, and best practices to ensure customers consistently derive the maximum possible value from their investment in KnowBe4's solutions.
• • **Performance Metrics:** Meet and exceed assigned bookings targets and quotas, contributing directly to the company's growth and success.
• • **CRM Administration:** Maintain impeccable and accurate records of all customer interactions, activities, and account details within the company’s CRM system, ensuring data integrity and providing valuable insights for reporting and analysis.
• • **Technical Coordination:** Liaise effectively with the technical support team to address and resolve any technically complex customer inquiries or issues, ensuring timely and accurate solutions.
• • **Rapport Building:** Develop strong rapport and trust with clients through various communication channels, including phone calls, email, and video conferencing, demonstrating excellent interpersonal and communication skills.
• • **Independent Work Ethic:** Possess the ability to work autonomously with minimal supervision, demonstrating initiative, self-motivation, and a proactive approach to problem-solving and task completion.
• • **Negotiation Skills:** Apply strong negotiation skills to manage customer expectations, resolve potential conflicts, and secure mutually beneficial outcomes, particularly during renewal and expansion discussions.
• • **Time Management:** Exhibit excellent time management and organizational skills to effectively prioritize tasks, manage multiple customer accounts simultaneously, and meet deadlines in a fast-paced environment.
• • **IT Security Familiarity:** Maintain a foundational understanding of standard concepts, practices, and procedures within the IT Security field to better understand customer needs and product application.
• • **Software Proficiency:** Demonstrate proficiency in essential business software, including Microsoft Excel and Word, Gmail, Google Docs, and various web browsers (Chrome, Internet Explorer, etc.).
• • **IT Experience:** Possess IT experience or exposure, which is considered a valuable asset for this role.
• • **Customer Success Experience:** Prior experience in a Customer Success Manager role is highly preferred, providing a strong foundation for success in this position.
• • **Education:** An Associate’s degree or equivalent work experience and education is preferred, demonstrating a commitment to learning and professional growth.
• • KnowBe4 is committed to fostering a diverse and inclusive workplace. We encourage applications from all qualified individuals. For more information on our Cape Town office culture and benefits, please visit our Careers page and Glassdoor/LinkedIn profiles linked below.
• • Careers Page: https://www.knowbe4.com/careers/locations/cape-town
• • Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Cape-Town-Location-EI_IE969384.0,7_IL.8,17_IC2653748.htm
• • LinkedIn: https://www.linkedin.com/company/knowbe4/life/southafrica/