Customer Success Manager (Enterprise) (Position located in Cape Town, South Africa)
The Customer Success Manager (Enterprise) at KnowBe4 is responsible for building effective relationships with current customers and maximizing their lifetime value within the assigned portfolio. This role involves delivering an exceptional customer experience, ensuring optimal use of KnowBe4's products, and achieving outcomes that exceed customer expectations. The position is based in Cape Town, South Africa, and focuses on managing enterprise-level accounts.
Key responsibilities include forging relationships with new and existing customers, including management and executive stakeholders, to understand their objectives. The role requires developing strategies to achieve customer goals, assessing and enhancing the maturity of customers' security awareness training programs, and assisting administrators in managing comprehensive security awareness initiatives. Additionally, the Customer Success Manager will oversee the onboarding process, coordinate with technical support for complex issues, monitor customer usage and health metrics, and conduct periodic business and strategic engagement reviews to ensure alignment with customer objectives and satisfaction.
The ideal candidate should possess an Associate’s Degree or equivalent work experience and education. Experience managing accounts with complex IT systems and organizations with over 1,000 employees is essential. Strong communication skills, particularly with high-level executives in enterprise accounts, are required. Familiarity with IT security concepts, proficiency with CRM systems like Salesforce, and experience with Microsoft Office and Google Workspace are also necessary. Prior experience as a Customer Success Manager and SACP Certification are preferred. The candidate must demonstrate excellent verbal and written communication skills, superior customer service abilities, strong time management and organizational skills, and the capacity to work independently.
KnowBe4 offers a range of benefits, including company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and completion bonuses. The company fosters a modern, high-tech, and fun work environment with a relaxed dress code. For more details about benefits in each office location, please visit KnowBe4's careers page.