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KnowBe4
5d ago

Customer Success Manager (SMB)(m/w/x)

Berlin
Full-timeOn-site
AI/ML

Description

You will drive customer loyalty by managing the full lifecycle of SMB accounts, from strategic onboarding to renewals, ensuring every client realizes maximum value from the company's products.

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Requirements

  • •Associate’s degree, equivalent work experience, or education
  • •Familiarity with IT Security concepts and practices
  • •Experience with Salesforce or other CRM
  • •Experience with Microsoft Excel and Word
  • •Experience with Gmail and Google Docs
  • •Experience with web Browsers
  • •IT experience or exposure
  • •Prior experience as Customer Success Manager
  • •Excellent verbal and written communications
  • •Fluency in German
  • •Superior Customer Service skills
  • •Excellent time management and organization skills
  • •Ability to build rapport via various channels
  • •Strong collaborative and teamwork skills
  • •Strong negotiation skills
  • •Ability to work with minimal supervision

Education

Vocational certification

Tasks

  • •Build relationships with new customers and executive stakeholders
  • •Develop consultative strategies to achieve customer objectives
  • •Utilize specialized assessments to evaluate customer needs
  • •Manage account configuration and onboarding steps
  • •Provide product and best practice training
  • •Execute initial phishing and training campaigns
  • •Coordinate with technical support for complex issues
  • •Monitor usage, adoption, and customer health metrics
  • •Drive ongoing product adoption and value
  • •Perform periodic business and strategic engagement reviews
  • •Lead cross-functional initiatives to improve customer experience
  • •Assist renewal specialists with portfolio renewals
  • •Coordinate with account managers on cross-sell opportunities
  • •Meet and exceed bookings targets and quotas
  • •Maintain accurate account administration in the CRM

Tools & Technologies

SalesforceCRMMicrosoft ExcelMicrosoft WordGmailGoogle DocsChromeInternet Explorer

Languages

German – Business Fluent

Benefits

Bonuses & Incentives

  • •Company-wide monthly sales bonuses
  • •Employee referral bonuses
  • •Certification completion bonuses

Generous Parental Leave

  • •Adoption assistance

Additional Allowances

  • •Tuition reimbursement

Learning & Development

  • •Certification reimbursement

Startup Environment

  • •Modern, high-tech, fun environment
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