Snr. Manager, Customer Implementation
KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.
The Snr. Manager, Customer Implementation will lead and oversee the Customer Implementation Specialist team within KnowBe4. This leadership role is responsible for driving seamless customer onboarding, ensuring technical excellence, and enabling customers to achieve their desired outcomes with our KnowBe4 platform. The Snr. Manager will work closely with their Director and internal stakeholders across Sales, Product, and Engineering to continuously optimize the customer experience and drive long-term success.
Responsibilities:
- Lead, mentor, and develop the Customer Implementation Specialist team.
- Drive the development and execution of scalable onboarding and implementation processes to ensure timely and successful customer go-lives.
- Oversee the delivery of technical solutions and strategic guidance to customers throughout their lifecycle.
- Collaborate with the VP of Customer Success, Director and cross-functional teams to define and execute customer success strategies.
- Monitor key performance metrics related to implementation timelines, customer adoption, and satisfaction, ensuring continuous improvement.
- Establish best practices and frameworks for technical solution delivery and implementation excellence.
- Serve as an escalation point for complex customer implementation and technical challenges.
- Drive alignment between the Implementation and Success Architecture teams to deliver a seamless and unified customer experience.
- Advocate for customer needs and provide feedback to Product and Engineering teams to enhance platform capabilities.
- Foster a culture of innovation, collaboration, and customer-centricity within the teams.
- Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight
Minimum Qualifications:
- Proven leadership experience in customer implementation, solution architecture, or customer success within a B2B SaaS environment.
- Strong understanding of customer onboarding processes, technical solution delivery, and customer lifecycle management.
- Demonstrated ability to build and scale high-performing teams.
- Excellent communication, stakeholder management, and problem-solving skills.
- Technical proficiency with SaaS platforms, APIs, and system integrations.
- Results-driven with a focus on delivering exceptional customer experiences.
- Strong empathy for customers and passion for driving growth
- Consultative approach with a proven ability to drive value,
- results and outcomes that align with customer objectives
- Strong verbal and written communications
- Strong critical thinking skills
- High energy with ability to build, inspire and motivate teams to exceed targets
- Excellent time management, prioritization and organization skills
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.
KnowBe4 delivers an AI-driven Human Risk Management platform that helps organizations combat social engineering threats through security awareness training and simulated phishing exercises. With a focus on transforming employee vulnerabilities into security strengths, KnowBe4 serves over 70,000 clients globally, creating a stronger security culture.
- Founded
- Founded 2010
- Employees
- 500+ employees
- Industry
- IT Services