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Customer Success Team Manager (Tech Touch)
Posted on 2/19/2022
Remote in USA • Remote
Experience Level
Desired Skills
Customer Service
Data Analysis
  • Associate's Degree or equivalent work experience and education preferred
  • Experience with Gmail and Google Docs
  • Experience with MS Office (Word and Excel)
  • Experience with web browsers (Chrome, Internet Explorer, etc.)
  • 1+ years managing customers within a SaaS subscription model
  • Previous management experience preferred
  • Familiarity with standard concepts, practices and procedures within the IT Security Field
  • Experience with Salesforce or other CRM
  • Experience delivering customer value, outcomes and results that align with customer objectives
  • Experience delivering exceptional customer experiences
  • Strong empathy for customers and passion for driving growth
  • Basic understanding of financial and operational levers in a SaaS recurring revenue business model
  • Consultative approach with a proven ability to drive value, results and outcomes that align with customer objectives
  • Demonstrated ability to drive exceptional customer experiences
  • Analytics, process-oriented mindset
  • Strong verbal and written communications
  • Excellent time management, prioritization and organization skills
  • Superior customer service skills
  • Strong collaborative and team work skills
  • Ability to build rapport with customers via phone, email and video conferencing
  • Strong critical thinking skills
  • High energy with ability to inspire and motivate teams to exceed targets
  • Ability to manage and build high performing teams
  • Self-motivated with ability to work with minimal supervision
  • Make genuine recommendations to hire, fire, discipline and promote subordinates within assigned Tech Touch Customer Success team
  • Forge relationships with new customers 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
  • Continue working with customers 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
  • 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 Pricing Specialists with customer renewals, add-ons and upgrades within your portfolio
  • Maintain impeccable administration of your accounts in the Company's CRM
  • Take extreme ownership in developing a high performing Tech Touch Customer Success team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets
  • Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions
  • Track, manage, and ensure that your Tech Touch Customer Success team is delivering value, results and outcomes that align to customer objectives
  • Track, manage and ensure that your Tech Touch Customer Success team is delivering exceptional customer experiences
  • Track, manage and ensure that the prescribed customer journey and engagement model for Tech Touch customers is seamlessly and consistently adhered to
  • Develop and groom strong customer advocates
  • Serve as a management escalation point for customer issues and assist Tech Touch CSMs with tags
  • Assist in negotiations with customers on opportunities to prevent churn and secure optimal terms
  • Develop and manage OKRs
  • Enforce impeccable administration of accounts in the Company's CRM
  • Promote referrals for new business sales
  • Communicate effectively with your Tech Touch CSMs to ensure that all policies and procedures are well understood
  • Work closely with Growth and Tech Touch Customer Success Regional Director to develop and manage coaching plans for Tech Touch CSMs that are underperforming and need improvement
  • Develop and groom strong, high performing Tech Touch CSMs

501-1,000 employees

Security platform for security awareness
Company Overview
KnowBe4 enables your employees to make smarter security decisions, every day.
  • Financial Security - 3.5% 401k Matching, Company-wide Monthly Bonuses Up To $2,000 A Month, Employee Referral Bonuses, Employee Stock Purchase Program
  • Health and Wellness - Fully Paid Medical Insurance, Vision And Dental Plans, FSA (Flexible Spending Account), Free Gym Benefits Through Classpass, Virtual Yoga Classes, Free Fresh Fruit Delivered Weekly
  • Vacation, Time Off and Leave - Open Paid Time Off, National Holidays, Fully Paid Military Leave
  • Continuing Education - Tuition Reimbursement Up To $5,250 A Year, Certification Completion Bonuses Up To $10,000 A Year
  • Remote Work Options
  • Supporting Families - 8-weeks Fully Paid Parental And Adoption Leave, Breast Milk Shipping For Traveling Parents, Adoption Assistance, Fertility Assistance, Knowster Parents Employee Resource Group
  • On-site Life Coach
Company Values
  • Radical Transparency
  • Extreme Ownership
  • Culture of Celebration
  • Diversity & Inclusion
  • Global Exposure