Customer Success Team Manager (SMB) (Position located in Berlin, Germany)

The Customer Success Team Manager (DACH) is responsible for building effective relationships with current customers and maximizing their lifetime value. They will focus on delivering a great customer experience, exceeding customer expectations, and driving customer outcomes and results. This role involves managing the onboarding process, renewal process, and identifying upsell opportunities. The Customer Success Team Manager will also take ownership of driving performance and managing the production of the assigned SMB Customer Success team.

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

Continue working 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 Pricing Specialists with customer renewals, add-ons and upgrades within your portfolio

Maintain impeccable administration of your accounts in the Company’s CRM

Take extreme ownership in developing a high performing SMB Customer Success team and successfully manage the daily, weekly, monthly and quarterly production demand

Forge relationships with new customers and understand their objectives

Develop a strategy and plan for achieving customer objectives

Leverage KnowBe4 assessments

Manage the steps of the onboarding process with the customer

Coordinate with technical support for technically complex questions

Monitor customer usage, adoption, and customer health metrics

Perform periodic business reviews with customers

Drive cross-functional initiatives to improve the overall customer experience

Leverage tools, processes, and best practices to ensure customers are realizing value

Coordinate and assist Pricing Specialists with customer renewals, add-ons, and upgrades

Maintain impeccable administration of accounts in the Company's CRM

Develop a high performing SMB Customer Success team

Monitor statistics, reporting, and dashboards to identify areas of improvement

Track, manage, and ensure that the SMB Customer Success team is delivering value and exceptional customer experiences

Adhere to the prescribed customer journey and engagement model for SMB customers

Develop and groom strong customer advocates

Serve as a management escalation point for customer issues

Assist in negotiations with customers to prevent churn and secure optimal terms

Develop and manage OKRs

Enforce impeccable administration of accounts in the Company's CRM

Promote referrals for new business sales

Communicate effectively with SMB CSMs to ensure understanding of policies and procedures

Work closely with Growth and Customer Success Regional Director (DACH) to develop and manage coaching plans for underperforming SMB CSMs

• Company-wide monthly bonuses
• Employee referral bonuses
• 401k matching (US)
• Fully paid medical insurance (US)
• Open/generous paid time off (length varies by country)
• Parental leave (length varies by country)
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses
• Gym benefits
• Relaxed dress code
• Modern, high-tech, and fun work environment