Knowbe4 – Customer Success Regional Director, US, Remote

Job Description

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 the best place to work for women, 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 everyday fun and engaging; from team lunches to trivia competitions to private parties at theme parks, there is always something exciting happening at KnowBe4.

Remote positions are open to the US only. 

The KCM Customer Success Regional Director is accountable for successfully leading and growing the KCM Customer Success Department, which is responsible for managing the post-sale customer lifecycle for KCM customers. With a Product Officer mindset, the KCM Customer Success Regional Director will take extreme ownership of driving performance and managing the production of the KCM Customer Success teams to meet and exceed onboarding targets, renewals, add-ons, and up-sell sales bookings targets.

Responsibilities:

• Take extreme ownership in developing high-performing KCM 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 KCM Customer Success teams are delivering value, results, and outcomes that align with customer objectives
• Track, manage, and ensure that the KCM Customer Success teams are delivering exceptional customer experiences 
• Track, manage, and ensure that the prescribed customer journey and engagement model for KCM 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 KCM Customer Success Department
• Deliver key KCM 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 SVP Global 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 KCM Customer Success Team Managers, CSMs and Pricing Specialists with tags
• Assist in negotiations with customers on opportunities to prevent churn and secure optimal terms
• Enforce pricing strategies that meet the Company’s standards, policies, and procedures
• Own and manage the overall pipeline and the daily, weekly, and monthly forecasts for KCM Customer Success and meet regularly with SVP Global Customer Success to review
• Develop and manage OKRs
• Meet and exceed KCM Customer Success 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 the KCM Customer Success Department
• Work with Growth and SVP Global Customer Success to suggest, create, implement and maintain policies and procedures which are scalable to ensure efficient growth 
• Communicate effectively with KCM Customer Success Team Managers, CSMs, and Pricing Specialists to ensure that all policies and procedures are well understood
• Work closely with Growth and SVP Global Customer Success and KCM Customer Success Team Managers to develop and manage coaching plans for CSMs and Pricing Specialists that are underperforming and need improvement
• Develop and groom strong, high-performing KCM Customer Success Team Managers, CSMs, and Pricing 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
• Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

 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.)
• 6+ years managing customers
• 3+ years of software sales experience preferred
• 3+ years of management experience leading high-growth SaaS post-sales Customer Success teams
• 2+ years working with channel partners
• Knowledge of practices pertaining to governance, risk management, and compliance
• Experience managing a high volume of 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 a 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 communication
• Excellent time management, prioritization, and organization skills
• Superior customer service skills
• Strong collaborative and teamwork 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 the ability to work with minimal supervision
• Ability to travel (up to 20%)

The compensation for this position ranges from $110,000-$152,500 including base, bonuses and commissions. For more details, click here www.knowbe4.com/careers/know-your-pay/kcm-sales

Our Fantastic Benefits

We offer company-wide monthly bonuses, employee referral bonuses, ​​an employee stock purchase program, 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, and a relaxed dress code – all in a modern, high-tech, and fun work environment. For more details about our benefits, 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 a 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.