Customer Success Director
3 weeks ago
Melbourne, Victoria, Australia
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 local outings, there is always something exciting happening at KnowBe4.
The Customer Success Director (International) is accountable for successfully leading and growing their region within the International Customer Success Department. Additionally, the individual in this role will be responsible for managing the post-sale customer lifecycle for Enterprise, Mid-Market, SMB and Tech Touch customers. With a production demand mindset, the Customer Success Director will take extreme ownership for driving performance and managing the production of the International Customer Success team in their region to meet and exceed onboarding targets, renewals, add-ons, and up-sell sales bookings targets.
Responsibilities:
- Take extreme ownership in developing high performing Customer Success teams and successfully manage the daily, weekly, monthly and quarterly production
- Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions and develop the necessary corrective action plans accordingly
- Track, manage, and ensure that the Customer Success teams are delivering value, results, and outcomes that align to customer objectives
- Track, manage, and ensure that the Customer Success teams are delivering exceptional customer experiences
- Track, manage, and ensure that the prescribed customer journey and engagement model for Enterprise, Mid-Market, SMB and Tech Touch customers is seamlessly and consistently adhered to and propose changes to enhance as automation and business drivers evolve
- Ensure that all aspects of the post-sale customer lifecycle are optimally managed
- Track, manage, and promote robust customer health and leverage scoring to develop improvement plans that course correct unhealthy customers and avoid customer churn
- Develop and execute playbooks for Customer Success teams
- Deliver key Customer Success outcomes, including reducing time to value by onboarding new customers within 60 days, increasing customer lifetime value through greater customer adoption, retention and satisfaction, and upselling to maximize addressable customer wallet
- Conduct business reviews and report key Customer Success outcomes and metrics to VP International Customer Success
- Develop and groom strong customer advocates
- Serve as a trusted advisor to executive level customers, forge relationships and provide insights and recommendations that support their objectives
- Serve as an executive level escalation point for customer issues and assist CSMs and Renewal Specialists with tags
- Assist in negotiations with partners and customers on opportunities to prevent churn and secure optimal terms
- Enforce pricing strategies that meet the Company's standards, policies, and procedures
- Own and manage the overall pipeline and the daily, weekly and monthly forecasts for their region and meet regularly with VP International Customer Success to review
- Develop and manage OKRs
- Meet and exceed monthly onboarding targets and monthly, quarterly and annual sales bookings targets
- Enforce impeccable administration of opportunities in the Company's CRM
- Promote referrals for new business sales
- Plan, lead and manage the growth, expansion and organizational capacity of their region within the International Customer Success Department
- Work with the VP International Customer Success to suggest, create, implement and maintain policies and procedures which are scalable to ensure efficient growth
- Communicate effectively with CSMs and Renewal Specialists to ensure that all policies and procedures are well understood
- Work closely to develop and manage personal success plans for CSMs and Renewal Specialists that are underperforming and need improvement
- Develop and groom strong, high performing CSMs and Renewal Specialists
- Promote a practice of continuous learning within CSM
- Forge relationships with other leaders across the Company and promote cross-functional collaboration
- Promote Customer Success within the Company, evangelize customer success stories and celebrate accomplishments
- Provide qualitative and quantitative customer feedback and input to the Product Sector and Courseware Development Sector
- Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight
Minimum Qualifications:
- Bachelor's Degree required, MBA preferred
- Experience with Gmail and Google Docs
- Experience with MS Office (Word and Excel)
- 4+ years managing customers
- 3+ years software sales experience preferred
- 3+ years management experience leading high growth SaaS post sales Customer Success teams
- 3+ years working with channel partners
- Experience managing a high volume customers across a variety of verticals within a SaaS subscription model
- Familiarity with standard concepts, practices and procedures within the IT Security Field
- Experience with Salesforce or other CRM
- Experience delivering customer value, outcomes and results that align with customer objectives
- Experience managing projects
- Strong empathy for customers and passion for driving growth
- Good understanding of financial and operational levers in a SaaS recurring revenue business model
- Consultative approach and proven results working as trusted advisor to drive value, results and outcomes that align with customer objectives
- Demonstrated ability to drive exceptional customer experiences
- Analytics, process-oriented mindset
- Demonstrated ability to drive continuous improvement
- Excellent verbal and written communications
- Excellent time management, prioritization and organization skills
- Strong collaborative and team work skills
- Ability to build rapport with customers via phone, email and video conferencing
- Strong critical thinking skills
- High energy leader with proven ability to inspire and motivate teams to exceed targets
- Ability to manage, scale and build large, high performing teams
- Self-motivated with ability to work with minimal supervision
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