Customer Success Manager (Enterprise) (Position located in Lyon, France) at KnowBe4

Lyon, Auvergne-Rhône-Alpes, France

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, SaaS, TechnologyIndustries

Requirements

Position located in Lyon, France
Ability to forge relationships with new and existing customers, including management and executive stakeholders, and understand their objectives
Consultative approach to develop strategies and plans for achieving customer objectives
Ability to assess and identify customer’s SAT program maturity level and strategize to develop a sustainable security culture
Knowledge to help administrators develop and manage mature security awareness programs aligned with executive goals
Maintain high level of professionalism in handling enterprise accounts
Proficiency in leveraging KnowBe4 assessments (ASAP, SAPA, SCS) for program design and security culture improvement
Capability to manage onboarding processes including account configuration, training, phishing campaigns, and change management
Ability to coordinate with technical support for complex questions
Skills to monitor customer usage, adoption, and health metrics
Experience working with customers per prescribed engagement models to drive product adoption and value
Competence in performing periodic business reviews and strategic engagement reviews
Ability to drive cross-functional initiatives for improved customer experience
Familiarity with new and existing tools, processes, and best practices to maximize customer value
Coordination skills with Renewal Specialists and Account Managers for renewals, add-ons, upsells, and cross-sells

Responsibilities

Forge relationships with new and existing customers, including management and executive stakeholders, and understand their objectives
From a consultative approach, develop a strategy and plan for achieving customer objectives
Continually assess and identify customer’s SAT program maturity level, and strategize with customer leadership to develop a sustainable security culture
Help the administrator develop and manage a mature security awareness program, based on alignment with executive goals and expectations
Maintain a high level of professionalism in the handling and managing of enterprise accounts
Leverage KnowBe4 assessments such as ASAP for program design and SAPA and SCS to increase the proficiency and security culture of the organization
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
Do discovery on opportunities for add-ons and upgrades, and initiate interest in new KnowBe4 products
Coordinate with Account Managers on the Cross-Sell team to ensure add-on/upgrade scenarios are followed up on

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementCustomer OnboardingRenewal ManagementUpsellConsultative SellingStakeholder ManagementSecurity Awareness TrainingCustomer Relationship Management

Questions & Answers

Common questions about this position

Is this Customer Success Manager role remote or office-based?

The position is located in Lyon, France. The company supports both remote and in-person work in a welcoming workplace.

What is the salary for the Customer Success Manager (Enterprise) position?

This information is not specified in the job description.

What key skills are needed for this Customer Success Manager role?

Key skills include building relationships with customers and executives, consultative strategy development, assessing security awareness program maturity, managing onboarding processes, and monitoring customer health metrics.

What is the company culture like at KnowBe4?

KnowBe4 values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages employees to be themselves, with fun activities like team lunches, trivia, and local outings.

What makes a strong candidate for the Customer Success Manager (Enterprise) role?

Strong candidates excel at forging relationships with enterprise stakeholders, taking a consultative approach to develop customer strategies, managing onboarding and renewals, and driving product adoption and upsell opportunities.

KnowBe4

Security awareness training and phishing simulations

About KnowBe4

KnowBe4 provides security awareness training and simulated phishing exercises to help organizations combat social engineering threats. Their platform is designed to be easy to use and can be quickly implemented, allowing IT professionals to deploy training programs faster than many competitors. The service includes a variety of training modules and phishing simulations that are accessible through a subscription model. A dedicated Customer Success team supports clients during the onboarding process, ensuring a smooth transition without requiring extra consulting time. The main goal of KnowBe4 is to enhance the security posture of businesses by educating employees about potential cyber threats.

Clearwater, FloridaHeadquarters

2010Year Founded

$390.1MTotal Funding

IPOCompany Stage

Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

Financial Security - 3.5% 401k Matching, Company-wide Monthly Bonuses Up To $2,000 A Month, Employee Referral Bonuses, Employee Stock Purchase Program

Health and Wellness - Fully Paid Medical Insurance, Vision and Dental Plans, FSA (Flexible Spending Account), Free Gym Benefits Through Classpass, Virtual Yoga Classes, Free Fresh Fruit Delivered Weekly

Vacation, Time Off and Leave - Open Paid Time Off, National Holidays, Fully Paid Military Leave

Continuing Education - Tuition Reimbursement Up To $5,250 A Year, Certification Completion Bonuses Up To $10,000 A Year

Remote Work Options

Supporting Families - 8-weeks Fully Paid Parental and Adoption Leave, Breast Milk Shipping for Traveling Parents, Adoption Assistance, Fertility Assistance, Knowster Parents Employee Resource Group

On-site Life Coach

Risks

Emerging cybersecurity firms with similar AI-driven solutions may erode KnowBe4's market share.

Rapid evolution of AI-generated phishing attacks may outpace KnowBe4's defense capabilities.

Economic downturns could challenge subscription-based revenue models due to budget cuts.

Differentiation

KnowBe4 offers the world's largest security awareness training and simulated phishing platform.

The platform is user-friendly, intuitive, and scalable for busy IT professionals.

KnowBe4's rapid deployment is often twice as fast as competitors' solutions.

Upsides

Increased demand for cybersecurity training due to remote and hybrid work environments.

Growing interest in gamified learning enhances engagement in security awareness programs.

AI integration in cybersecurity tools predicts and prevents phishing attacks effectively.

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