Snr. Director, Success Hub & Customer Success
The Senior Director, Success Hub & Customer Success at KnowBe4 leads a key function dedicated to driving customer satisfaction, retention, and engagement. This role sits within the broader Customer Success team and works closely with executive leadership to support KnowBe4’s mission of enabling organizations to manage the ongoing challenges of social engineering. The company is a prominent global provider of security awareness training and simulated phishing platforms, empowering employees and organizations to make smarter security decisions.
Key responsibilities include overseeing the development and execution of strategies to enhance customer onboarding, product adoption, and value realization. The Senior Director leads a diverse global team that delivers educational programs, resources, and support services to KnowBe4’s customers. They are responsible for setting vision and strategy for the Success Hub, optimizing team performance, collaborating with cross-functional partners, and ensuring customer success metrics are met or exceeded.
The ideal candidate brings significant leadership experience in customer success, preferably in the SaaS or cybersecurity industry. A proven record of building and scaling customer-centric teams, excellent communication and organizational skills, and a data-driven approach to decision making are critical. Bachelor’s degree or equivalent experience is required, and candidates should possess deep understanding of customer experience methodologies, digital engagement platforms, and effective program management.
Compensation for this executive position is competitive and includes eligibility for performance-based incentives. KnowBe4 offers a comprehensive benefits package, including health coverage, retirement savings, paid time off, and professional development resources.
KnowBe4 is recognized for its innovative, inclusive, and growth-oriented culture. Employees benefit from a supportive work environment, access to cutting-edge tools, and substantial opportunities for career advancement. This is an exciting opportunity to join a global industry leader and make an impact at scale.