Customer Success Manager (Enterprise) (Position located in Melbourne, Australia)Melbourne, Victoria, AustraliaKnowBe4 empowers the modern workforce to make smarter security decisions every day.
Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans.
The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score.
The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI.
By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.The Customer Success Manager (Enterprise) 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 (Enterprise) is responsible for managing the onboarding of new customers, the renewal process and customer growth by identifying add-ons and upsell opportunities.Duties:Forge relationships with new and existing customers, including management and executive stakeholders, and understand their objectivesFrom a consultative approach, develop a strategy and plan for achieving customer objectivesContinually assess and identify customer's SAT program maturity level, and strategize with customer leadership to develop a sustainable security cultureHelp the administrator develop and manage a mature security awareness program, based on alignment with executive goals and expectationsMaintain a high level of professionalism in the handling and managing of enterprise accountsLeverage KnowBe4 assessments such as ASAP for program design and SAPA and SCS to increase the proficiency and security culture of the organizationManage 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 activitiesCoordinate with technical support for technically complex questionsMonitor customer usage, adoption, and customer health metricsContinually 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 termPerform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoptionConduct 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 satisfactionDrive 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 KnowBe4Coordinate and assist your Renewal Specialist with customer renewalsDo discovery on opportunities for add-ons and upgrades, and initiate interest in new KnowBe4 productsCoordinate 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 productsMeet and exceed targets for performance metricsMaintain impeccable administration of your accounts in the Company's CRMMinimum Qualifications:Associate's Degree or equivalent work experience and education preferredExperience managing accounts with complex IT systemsExperience managing accounts with ****+ employeesExperience in communicating with high level executives in enterprise level accounts and maintaining presence and composureFamiliarity with standard concepts, practices and procedures within the IT Security FieldExperience with Salesforce or other CRMExperience with Microsoft Excel and WordExperience with Gmail and Google DocsIT experience/exposure is a plusPrior experience as a Customer Success ManagerSACP CertificationExcellent verbal and written communicationsExcellent time management and organization skillsAbility to build a rapport through phone calls,email and video conferencingStrong collaborative and teamwork skillsWe offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment.
For more details about our perks in each office location, please visit .
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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.
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📌 Strategic Enterprise Customer Success Lead (Melbourne)
🏢 Knowbe4
📍 Melbourne