Senior Manager, Customer Onboarding

Role Overview

The Senior Manager, Customer Onboarding will lead and oversee the Onboarding Consulting team within KnowBe4 located internationally in EMEA and APJ. This management role is responsible for managing a high performing Customer Onboarding team responsible for driving seamless customer onboarding, ensuring technical excellence, and enabling customers to achieve their desired outcomes with our KnowBe4 platform.

What You Will Do

Lead, mentor, and develop the Onboarding Consultant team building a culture of continuous learning, building deep product and platform expertise and focus on delivering customer outcomes through collaboration. Drive the development and execution of scalable onboarding and implementation processes to ensure timely and successful customer go-lives.

Why It Might Be a Fit

Ability to effectively manage and mentor across multiple different international locations, including Success Hub(s), with consideration toward different local languages, customs and cultures. Serve as an escalation point for complex customer implementation and technical challenges as needed.

Requirements

• Bachelor’s degree or equivalent work experience and education required
• Proven leadership experience in customer onboarding, customer implementation and/or customer success within a B2B SaaS environment.
• Strong understanding of customer onboarding processes, technical solution delivery, and customer lifecycle management.
• 8+ years experience in Customer Implementation, Onboarding, Technical Consulting, or Solution Delivery in a high velocity motion serving Commercial customers
• 5+ years experience building, scaling and managing high-performing teams
• Proven experience leading managing international teams across multiple locations involving different local languages, cultures and customs
• Technical proficiency with AI/SaaS platforms, system architecture and solution delivery
• Results-driven with a focus on delivering exceptional customer experiences.
• Cybersecurity experience and expertise is preferred
• Excellent communication, stakeholder management, and problem-solving skills
• Excellent time management and organization skills
• Superior customer service skills and strong collaborative and team work skills
• Ability to build solid technical understanding of the KnowBe4 platform
• Ability to learn and cross train as product and platform innovation occurs
• Ability to build rapport with customers via phone, email and video conferencing
• Ability to work with minimal supervision

Benefits

• Company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses