Senior Manager, Customer Implementation
KnowBe4Role Snapshot
Senior Manager of Customer Implementation at KnowBe4 leads the delivery and onboarding of Human Risk Management solutions for enterprise clients. This role is critical to ensuring successful customer adoption and satisfaction of the company's security platform serving 70,000+ organizations globally.
Job Description
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.
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.
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