Customer Success Manager (Tech Touch) (Fluent in German) (Position located in Berlin, Germany)

About KnowBe4

Join the cybersecurity company that puts security first; literally and without compromise. At KnowBe4, our AI-driven Human Risk Management platform empowers over 70,000 organizations worldwide to strengthen their security culture and transform their workforce from their biggest vulnerability into their strongest security asset. As the undisputed industry standard with unusually high customer retention rates and recognition as a Leader by G2 and TrustRadius, we're not just providing security awareness training - we're redefining what it means to be a trusted security partner in an increasingly complex threat landscape.

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 every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

Please submit your resume in English.

To learn more about our team and office culture in Berlin, Germany, visit the following links.
Careers Page: https://www.knowbe4.com/careers/locations/berlin
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Berlin-Location-EI_IE969384.0,7_IL.8,14_IC2622109.htm

The Customer Success Manager 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 is responsible for assisting new customers in onboarding, customer growth and expansion by identifying upsell opportunities, adoption by promoting frequent use and additional features of products and the renewal process.

Responsibilities:

• Forge relationships with new customers and understand their objectives

• From a consultative approach, develop a strategy and plan for achieving customer objectives

• Leverage KnowBe4 assessment tools to enhance the customer journey

• 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 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 your Renewal Specialist with customer renewals

• Identify cross-sell opportunities for customer growth

• Meet and exceed bookings targets and quotas

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

Minimum Qualifications:

• Associate’s Degree or equivalent work experience and education preferred

• Experience with Gmail and Google Docs

• Experience with MS Office (Word and Excel)

• Experience with web browsers (Chrome, Internet Explorer, etc.)

• Experience with Salesforce or other CRM preferred

• Familiarity with standard concepts, practices and procedures within the IT Security Field

• Strong verbal and written communications

• Excellent time management and organization skills

• Superior customer service skills

• Strong collaborative and team work skills

• Ability to work with minimal supervision

• Ability to build rapport with customers via phone, email and video conferencing

• Fluent in German

Our Fantastic Benefits

We 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 benefits in each office location, please 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 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.