Customer Success Manager (MM) (Position located in Melbourne, Australia) at KnowBe4
KnowBe4 · Melbourne, Australia · Remote
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.
To learn more about our team and office culture in Melbourne, Australia, visit the following links.
Careers Page: https://www.knowbe4.com/careers/locations/melbourne
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Melbourne-Location-EI_IE969384.0,7_IL.8,17_IC2264754.htm
About the Role
What You'll Be Doing: Core Responsibilities
Strategic Relationship Management
- Deep discovery and alignment: Forge strong, trust-based relationships with key customer stakeholders (up to the Executive/C-level) to understand their cybersecurity objectives, business context, and desired outcomes.
- Success blueprint: Develop and execute a comprehensive Customer Success Plan, leveraging tools like KnowBe4 assessments to map the customer’s journey and define clear milestones for achieving their security goals.
- Proactive engagement: Initiate proactive customer engagement to monitor customer health metrics, drive continuous product adoption, and embed our platform as an indispensable part of the customer’s human risk management security.
Onboarding and Value Realisation
- Flawless onboarding: Own and manage the entire new customer onboarding process, including platform configuration, product and best practice training, launching campaigns, and broader change management activities.
- Technical liaison: Coordinate with internal support teams to resolve complex technical inquiries and ensure a smooth customer experience.
Value Advocacy and Expansion
- Executive Business Reviews (EBRs): Conduct high-impact, periodic reviews with executive stakeholders to showcase value delivered, align on evolving risk trends, present benchmarking data, and identify opportunities for advanced product utilisation.
- Retention and growth: Partner with the Renewal Specialist to support successful subscription renewals and leverage due diligence to identify and initiate interest in add-ons, upgrades, and new KnowBe4 product offerings.
What You'll Bring
- 3+ years of proven experience in a customer-facing role
- Familiarity with foundational concepts and best practices within the IT Security or SaaS industry is a strong advantage
- Comfortable with change
- Exceptional project management and administration skills
- They should thrive on bringing order and organisation
- Experience working within a CRM platform (e.g., Salesforce)
- Exceptional verbal and written communication skills, with a proven ability to build instant rapport via phone, email, in person and video
- Demonstrated negotiation, organisational, and time management skills
- Enjoys working in an in-office environment (we’re in 3 days a week)
Why Join KnowBe4?
Join a team that is dedicated to making a real impact on our customers' security posture, where your efforts directly contribute to their success and our company's growth. If you are a high-energy, results-driven professional ready to own customer outcomes, we want to hear from you!
Our Fantastic 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.
