Director of Professional Services (Located in the United Kingdom)
The Director of Professional Services at KnowBe4 is a pivotal leadership role within the Global Customer Services organization, based in London, England. This position combines strategic oversight with hands-on technical expertise to drive customer success through effective deployment strategies. The ideal candidate will excel in leadership, team development, and cross-functional collaboration, while maintaining strong product and platform knowledge.
Key responsibilities include providing strategic leadership to the Professional Services team to accelerate and improve solution delivery, operational execution, time to value, and customer success. The role involves driving the development and execution of scalable onboarding and implementation processes to ensure timely and successful customer go-lives, overseeing the delivery of technical solutions and strategic guidance to customers throughout their lifecycle, and monitoring key performance metrics related to utilization, on-time project delivery, time to value, and customer satisfaction. Additionally, the Director will establish and evolve implementation methodology best practices, manage resource planning and hiring in collaboration with leadership to build and maintain a high-performing team, and lead and develop direct reports through performance management processes, including goal setting, reviews, and career planning.
The ideal candidate should have over 8 years of experience in onboarding, implementation, and technical consulting, with at least 3 years of management experience in customer implementation and/or customer success within a B2B SaaS environment. A strong understanding of customer onboarding processes, technical solution delivery, and customer lifecycle management is essential. The candidate should demonstrate the ability to build and scale high-performing teams, possess excellent communication, stakeholder management, and problem-solving skills, and have technical proficiency with SaaS platforms, APIs, and system integrations. A Bachelor's degree in Computer Science, Information Security, or a related field is required.
KnowBe4 offers a comprehensive benefits package, including company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses. The company fosters a modern, high-tech, and fun work environment, providing opportunities for continuous learning and skill development. For more details about the benefits in each office location, please visit the careers page.
Joining KnowBe4 means becoming part of a dynamic team dedicated to empowering the modern workforce to make smarter security decisions every day. With a global presence and a commitment to innovation, KnowBe4 offers a collaborative and growth-oriented environment where employees can thrive and contribute to the company's mission of securing both AI agents and humans.