Customer Success Director (Position located in Melbourne, Australia)

Melbourne, Victoria, Australia

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

To learn more about our team and office culture in Melbourne, Australia, visit the following links. 
Careers Page: https://www.knowbe4.com/careers/locations/melbourne
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Melbourne-Location-EI_IE969384.0,7_IL.8,17_IC2264754.htm

The Customer Success Director (International) is accountable for successfully leading and growing their region within the International Customer Success Department.  Additionally, the individual in this role will be responsible for managing the post-sale customer lifecycle for Enterprise, Mid-Market, SMB and Tech Touch customers.  With a production demand mindset, the Customer Success Director will take extreme ownership for driving performance and managing the production of the International Customer Success team in their region to meet and exceed onboarding targets, renewals, add-ons, and up-sell sales bookings targets.  

Responsibilities:

  • Take extreme ownership in developing high performing Customer Success teams and successfully manage the daily, weekly, monthly and quarterly production
  • Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions and develop the necessary corrective action plans accordingly
  • Track, manage, and ensure that the Customer Success teams are delivering value, results, and outcomes that align to customer objectives
  • Track, manage, and ensure that the Customer Success teams are delivering exceptional customer experiences
  • Track, manage, and ensure that the prescribed customer journey and engagement model for Enterprise, Mid-Market, SMB and Tech Touch customers is seamlessly and consistently adhered to and propose changes to enhance as automation and business drivers evolve
  • Ensure that all aspects of the post-sale customer lifecycle are optimally managed
  • Track, manage, and promote robust customer health and leverage scoring to develop improvement plans that course correct unhealthy customers and avoid customer churn
  • Develop and execute playbooks for Customer Success teams
  • Deliver key Customer Success outcomes, including reducing time to value by onboarding new customers within 60 days, increasing customer lifetime value through greater customer adoption, retention and satisfaction, and upselling to maximize addressable customer wallet
  • Conduct business reviews and report key Customer Success outcomes and metrics to VP International Customer Success
  • Develop and groom strong customer advocates
  • Serve as a trusted advisor to executive level customers, forge relationships and provide insights and recommendations that support their objectives  
  • Serve as an executive level escalation point for customer issues and assist CSMs and Renewal Specialists with tags
  • Assist in negotiations with partners and customers on opportunities to prevent churn and secure optimal terms
  • Enforce pricing strategies that meet the Company’s standards, policies, and proceduresOwn and manage the overall pipeline and the daily, weekly and monthly forecasts for their region and meet regularly with VP International Customer Success to review
  • Develop and manage OKRs
  • Meet and exceed monthly onboarding targets and monthly, quarterly and annual sales bookings targets
  • Enforce impeccable administration of opportunities in the Company’s CRM
  • Promote referrals for new business sales
  • Plan, lead and manage the growth, expansion and organizational capacity of their region within the International Customer Success Department
  • Work with the VP International Customer Success to suggest, create, implement and maintain policies and procedures which are scalable to ensure efficient growth
  • Communicate effectively with CSMs and Renewal Specialists to ensure that all policies and procedures are well understood
  • Work closely to develop and manage personal success plans for CSMs and Renewal Specialists that are underperforming and need improvement
  • Develop and groom strong, high performing CSMs and Renewal Specialists
  • Promote a practice of continuous learning within CSM
  • Forge relationships with other leaders across the Company and promote cross-functional collaboration
  • Promote Customer Success within the Company, evangelize customer success stories and celebrate accomplishments
  • Provide qualitative and quantitative customer feedback and input to the Product Sector and Courseware Development Sector
  • Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Minimum Qualifications:

  • Bachelor’s Degree required, MBA preferred 
  • Experience with Gmail and Google Docs
  • Experience with MS Office (Word and Excel)
  • Experience with web browsers (Chrome, Internet Explorer, etc.)
  • 4+ years managing customers
  • 3+ years software sales experience preferred
  • 3+ years management experience leading high growth SaaS post sales Customer Success teams
  • 3+ years working with channel partners
  • Experience managing a high volume customers across a variety of verticals within a SaaS subscription model
  • 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
  • Experience managing projects
  • Strong empathy for customers and passion for driving growth
  • Good understanding of financial and operational levers in a SaaS recurring revenue business model
  • Consultative approach and proven results working as trusted advisor to drive value, results and outcomes that align with customer objectives
  • Demonstrated ability to drive exceptional customer experiences
  • Analytics, process-oriented mindset
  • Demonstrated ability to drive continuous improvement
  • Excellent 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 leader with proven ability to inspire and motivate teams to exceed targets
  • Ability to manage, scale and build large, high performing teams
  • Self-motivated with ability to work with minimal supervision

Our Fantastic Benefits

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.

Note: An applicant assessment and background check may be part of your hiring procedure.

Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.

No recruitment agencies, please.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

How did you learn about us? Select ALL that apply. *
Select...
Select...
How well do you know us? Please select all of the following sources/tools that you have used to research KnowBe4 and learn more about us. *
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in KnowBe4’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.