Customer Success Manager (MM) (Position located in Melbourne, Australia)
The Customer Success Manager (MM) role at KnowBe4 is a client-facing position based in Melbourne, Australia, focused on enhancing the customer experience for mid-market clients. As part of the Customer Success Team, you will work with organizations to ensure they realize maximum value from KnowBe4's security awareness and compliance platform. KnowBe4 is recognized globally for its cybersecurity training and simulated phishing platform, serving businesses seeking to strengthen their human defense layer against social engineering threats.
On a daily basis, the Customer Success Manager is responsible for managing onboarding processes, ongoing relationship management, and renewal activities with a portfolio of medium-sized business clients. Core duties include conducting regular check-ins, delivering product training sessions, and proactively identifying ways for clients to improve their security awareness programs using KnowBe4 tools. This role also involves troubleshooting customer issues, facilitating communication between technical teams, and driving product adoption to ensure customer satisfaction and retention.
Qualified candidates should have experience in customer success, account management, or related client-facing roles, ideally in the SaaS or cybersecurity sectors. Strong interpersonal and communication skills are essential, alongside proficiency in managing client relationships and addressing complex issues with a solution-oriented approach. The role also values organizational skills, the ability to analyze usage data, and familiarity with customer success software or CRM platforms; prior experience with security awareness, compliance tools, or enterprise IT environments is highly desirable.
The compensation package for this position is competitive and may include a base salary plus performance-based incentives. Employees benefit from a comprehensive suite of perks, including professional development opportunities, health and wellness programs, and flexible work arrangements that promote work-life balance.
KnowBe4 is known for its energetic, inclusive, and collaborative culture, offering ongoing training and clear development pathways. Team members are encouraged to bring fresh ideas and embrace innovation, making this role ideal for individuals looking to grow their careers in the fast-moving cybersecurity SaaS industry while making a measurable impact for clients.