Customer Success Manager Job at KnowBe4

Customer Success Manager

KnowBe4

Location:
United States

Category:
IT - Administration

Contract Type:
Not provided

Salary:

70000.00 - 82000.00 USD / Year

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Job Description:

The MSP Customer Success Manager is responsible for building effective and longstanding relationships with new and existing Managed Service Providers and for maximizing the partner lifetime value within the assigned portfolio of partner accounts. This will be accomplished by delivering a great MSP partner experience and enabling MSPs to maximize the value and utility of our products as well as to deliver outcomes and results that exceed their MSP Partner expectations. The MSP Customer Success Manager is responsible for managing the successful and timely onboarding of new MSPs, the renewal process and MSP partner growth by providing pricing quotes for renewals, add-ons, and upsells and then successfully and efficiently closing those opportunities.

Job Responsibility:

Forge relationships with new MSP partners and understand their objectives, sales targets and metrics
Work closely with MSP partners to develop a strategy and plan for achieving their objectives, sales targets and metrics
Manage the prescribed MSP onboarding process with the partner including but not limited to use of KnowBe4 assessments, account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities
Train the MSP partner sales team on how to conduct an effective KnowBe4 demo for their prospective customers
Leverage and promote the use of partner accessible KnowBe4 assets, including the partner portal
Coordinate with technical support for technically complex questions
Monitor MSP partner usage, adoption, and partner health metrics
Analyze MSP partner consoles and advise them on which training and phishing campaigns would be most beneficial to their customers
Drive and quote cross-sales on additional KnowBe4 products to increase our footprint with the partner, and to drive upsell and revenue for the MSP team.
Continue to work with 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 quarterly business reviews with key MSP partners to evaluate and monitor the relationship and performance, including but not limited to a thorough review of prior quarter and YTD sales, opportunity pipeline, customer retention rates and new customer acquisitions, KnowBe4 marketing collateral, product feature updates and how they should be positioned when selling to customers and new partner initiatives such as updates to partner programs
Drive cross-functional initiatives that will improve the overall MSP partner experience and lead to greater satisfaction and loyalty among MSP partners
Leverage new and existing tools, processes and best practices to ensure MSP partners are realizing the greatest possible value from KnowBe4
Be proactive when conducting discovery with MSP partners on opportunities and handle any objections to ensure predictability of successfully closing those opportunities
Negotiate with MSP partners on opportunities to prevent account churn and to secure optimal terms
Employ pricing strategies that meet the Company’s standards, policies, and procedures
Generate pricing quotes for renewals, add-ons, and upsells
Manage your assigned 30, 60, and 90 day opportunity pipeline, weekly and daily forecasts, and meet regularly with your manager to review
Meet and exceed bookings targets and quotas
Maintain impeccable administration of your MSP partner accounts in the Company’s CRM
Provide input and make recommendations on whether an existing MSP partner relationship should be terminated

Requirements:

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.)
2+ years managing customers within a SaaS subscription model
1+ years software sales experience preferred
1+ years working with channel partners, including MSPs
Previous sales or negotiation experience
Familiarity with standard concepts, practices and procedures within the IT Security Field
Experience with Salesforce or other CRM
Strong verbal and written communications
Excellent time management, prioritization and organization skills
Superior customer service skills
Strong collaborative and team work skills
Ability to work with minimal supervision
Ability to build rapport with partners via phone, email and video conferencing

What we offer:

company-wide bonuses based on monthly sales targets
employee referral bonuses
adoption assistance
tuition reimbursement
certification reimbursement
certification completion bonuses

Additional Information:

Job Posted:
February 18, 2026

Expiration:
March 15, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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