Customer Success Manager (LATAM) (Spanish Speaking) (Hybrid)

KnowBe4•Clearwater, FL

7h•Hybrid

About The Position

KnowBe4 is the global leader in Human Risk Management, trusted by over 70,000 organizations worldwide to secure their employees and AI agents for over 15 years. They are pioneering a new era of security, AI-powered since 2016 and market-leading since day one. Their HRM+ combines continuous risk intelligence, advanced technical defenses, and personalized training to help organizations build strong security cultures, understand, measure, and reduce human risk across their entire workforce, defending against deepfakes and emerging AI-powered threats. The company believes that protecting organizations from cyberthreats and creating a positive environmental impact go hand in hand, emphasizing collective resilience to protect people, data, and the planet. This position is located in the U.S. The Customer Success Manager (SMB) is responsible for building effective relationships with customers and maximizing customer lifetime value within an assigned portfolio. This is achieved by delivering a great customer experience, maximizing product use, and delivering outcomes, results, and value that exceed customer expectations. The role involves assisting new customers with onboarding, driving customer growth and expansion through upsell opportunities, promoting adoption by encouraging frequent use and additional features, and managing the renewal process.

Requirements

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
Experience with Microsoft Excel and Word
Experience with Gmail and Google Docs
Experience with web Browsers (Chrome, Internet Explorer, etc.)
Excellent verbal and written communications
Superior Customer Service skills
Excellent time management and organization skills
Ability to build a rapport through phone calls, email and video conferencing
Strong collaborative and teamwork skills
Strong negotiation skills
Must be able to work with minimal supervision

Nice To Haves

IT experience/exposure is a plus

Responsibilities

Forge relationships with new customers, including management and executive stakeholders, 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, including management and executive stakeholders, 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
Conduct periodic strategic engagement reviews with management and executive stakeholders to ensure alignment on customer objectives, industry trends, benchmarking, value delivered, opportunities for additional value, KnowBe4 product updates and overall level of satisfaction
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 Renewal Specialist with customer renewals within your portfolio.
Coordinate with Account Managers on the Cross-Sell team to ensure add-on/upgrade scenarios are followed up on, as well as referrals for new KnowBe4 products.
Meet and exceed bookings targets and quotas
Maintain impeccable administration of your accounts in the Company’s CRM