Strategic Enterprise Customer Success Lead in Melbourne

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organisations 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 Customer Success Manager (Enterprise) is responsible for building effective relationships with current customers and for maximising the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great customer experience and maximising 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.

Duties:

• 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 strategise 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 organisation.
• 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 realising 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.
• IT experience/exposure is a plus.
• Prior experience as a Customer Success Manager.
• SACP Certification.
• Excellent verbal and written communications.
• Excellent time management and organisation skills.
• Ability to build a rapport through phone calls, email and video conferencing.
• Strong collaborative and teamwork skills.

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.