Customer Success Team Manager (Position located in Utrecht, Netherlands)

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

Please submit your resume in English.   To learn more about our team and office culture in the Netherlands, visit the following links. 
Careers Page: https://www.knowbe4.com/careers/locations/utrecht
Glassdoor: https://www.glassdoor.nl/Overzicht/Werken-bij-KnowBe4-EI_IE969384.11,18.htm
LinkedIn: https://www.linkedin.com/company/knowbe4/life/netherlands/

The Customer Success Team Manager ROE is responsible for building effective and longstanding relationships with current customers and Managed Service Providers and for maximizing the lifetime value within the assigned portfolio. This is accomplished by delivering a great customer and MSP partner experience, maximizing the utility and value of our products, as well as delivering outcomes, results, and value that exceed expectations. The Customer Success Team Manager UK&I is responsible for managing the onboarding of new customers and MSPs, the renewal process, and customer and MSP partner growth by providing pricing quotes for renewals, add-ons, and upsells and then successfully and efficiently closing those opportunities. With a production demand mindset, the Customer Success Team Manager UK&I will take extreme ownership for driving performance and managing production of the assigned Customer Success team.

Responsibilities:

• Forge relationships with new customers and MSP partners to understand their objectives
• From a consultative approach, develop a strategy and plan for  achieving customer objectives
• Work with MSP partners to develop a strategy and plan for achieving their objectives, sales targets and metrics
• Leverage KnowBe4 assessments
• Manage the prescribed onboarding process with customers and MSP partners including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities
• Ensure that the MSP partner sales teams are trained on how to conduct an effective KnowBe4 demo for their prospective customers
• Ensure that the MSP partners are leveraging the use of partner accessible KnowBe4 assets, including the partner portal
• Coordinate with technical support for technically complex questions 
• Monitor customer and MSP partner usage, adoption, and account health metrics 
• Continue working with customers and MSP partners 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 and participate in periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
• Ensure quarterly business reviews occur with key MSP partners to evaluate and monitor the relationship and performance
• Drive cross-functional initiatives that will improve the overall customer and MSP partner experience and lead to greater satisfaction and loyalty
• Leverage new and existing tools, processes and best practices to ensure customers and MSP partners are realizing the g