KnowBe4 is the global leader in Human Risk Management, trusted by over 70,000 organizations worldwide to secure their employees and AI agents for over 15 years. We're pioneering a new era of security. AI-powered since 2016. And market-leading since day one.

Our HRM+ combines continuous risk intelligence, advanced technical defenses, and personalized training to help organizations build strong security cultures. We help organizations understand, measure, and reduce human risk across their entire workforce, defending against, deepfakes, and emerging AI-powered threats.

We believe that protecting organizations from cyberthreats and creating a positive environmental impact go hand in hand. True resilience is collective, it requires us to protect our people, our data, and our planet.

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

Are you passionate about building lasting relationships and driving tangible business outcomes? We are looking for a proactive and strategic Customer Success Manager for our Mid-Market clients. In this critical role, you will focus on maximising Customer Lifetime Value by ensuring our customers achieve unparalleled security awareness and cultural transformation using our platform. You won't just manage accounts; you'll orchestrate success, from seamless onboarding to strategic expansion.

What You'll Be Doing: Core Responsibilities

Your focus will be on delivering a best-in-class customer experience, maximizing adoption, and proving the value of our security platform.

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

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.