Customer Service Representative (Customer Success Manager)

Clearwater, Florida

KnowBe4, Inc. is a high growth information security company. We are the world’s largest provider of new-school security awareness training and simulated phishing. KnowBe4 was created to help organizations manage the ongoing problem of social engineering. Tens of thousands of organizations worldwide use KnowBe4’s platform to mobilize their end users as a last line of defense and enable them to make better security decisions, every day.

We are ranked #1 best place to work in technology nationwide by Fortune Magazine and have placed #1 or #2 in The Tampa Bay Top Workplaces Survey for the last four years. We also just had our 27th record-setting quarter in a row!

The Customer Success Manager is responsible for building effective relationships with current customers and for maximizing the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations. The CSM is responsible for managing the onboarding of new customers, the renewal process and customer growth by identifying add-ons and upsell opportunities.

Responsibilities:

  • 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 
  • Continually work 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 your Pricing Specialist with customer renewals, add-ons and upgrades within your portfolio
  • Meet and exceed revenue targets and quotas
  • Maintain impeccable administration of your accounts in the Company’s CRM

Minimum Qualifications:

  • Associate’s Degree or equivalent work experience and education  preferred
  • Familiarity with standard concepts, practices and procedures within the IT Security Field
  • Experience with Salesforce or other CRM and Gmail preferred
  • Experience with Microsoft Excel and Word
  • Experience with web Browsers (Chrome, Internet Explorer, etc.)
  • IT experience/exposure is a plus
  • Excellent verbal and written communications
  • Superior Customer Service skills
  • Excellent time management and organization skills
  • Ability to build a rapport through phone calls and email
  • Strong collaborative and teamwork skills
  • Must be able to work with minimal supervision

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

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. *

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 Sandbox’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.