Fast Facts
The Customer Success Manager (MSP Bulk) will foster strong relationships with Managed Service Providers (MSPs), focusing on maximizing partner lifetime value and ensuring customer satisfaction through effective onboarding and support processes.
Responsibilities: Key responsibilities include building relationships with MSP partners, managing onboarding processes, training sales teams, driving upsell opportunities, and conducting quarterly business reviews to support partner growth.
Skills: Required skills include experience in customer management within a SaaS model, proficiency with CRM tools like Salesforce, and strong communication and organizational abilities.
Qualifications: Preferred qualifications include an Associate’s Degree or equivalent experience, 1+ years of software sales experience, and familiarity with IT security concepts.
Location: This is a remote position open to candidates in the US.
Compensation: $70000 - $82000 / Annually
Remote positions open to the US only.
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.
Responsibilities:
- 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
Minimum Qualifications:
- 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
The compensation for this position ranges from $70,000 - $82,000 including base, bonuses and commissions.
Application deadline: 3/15/2026. This is our good-faith estimate of the date the application window is anticipated to close. KnowBe4 reviews applications on a rolling basis and reserves the right to close the application window early if a qualified candidate for the position is identified.
