Snr. Manager, Customer Onboarding (Position located in London, United Kingdom)
The Senior Manager, Customer Onboarding at KnowBe4 will lead and oversee the Onboarding Consulting team across EMEA and APJ regions. This role is pivotal in ensuring seamless customer onboarding, technical excellence, and enabling clients to achieve desired outcomes with the KnowBe4 platform. The Senior Manager will collaborate closely with Global Customer Services leadership and key internal stakeholders, including Sales, Customer Success Managers (CSMs), Customer Support, Product, and Engineering teams, to continuously optimize the customer onboarding process, accelerate time to first value, and drive long-term success.
Key responsibilities include leading, mentoring, and developing the Onboarding Consultant team, fostering a culture of continuous learning and deep product expertise. The role involves driving the development and execution of scalable onboarding and implementation processes to ensure timely and successful customer go-lives. The Senior Manager will oversee the delivery of technical solutions and strategic guidance to customers throughout their onboarding lifecycle, collaborating with cross-functional teams to define and execute scalable customer success strategies. Monitoring key performance metrics related to time to live, first value, resource capacity, skills, throughput, and customer satisfaction is essential to ensure continuous improvement. Establishing best practices and frameworks for technical solution delivery and implementation excellence that drive repeatability, scalability, and global consistency is also a critical aspect of the role.
The ideal candidate will possess a Bachelor’s degree or equivalent work experience and education. A proven track record with over 8 years of experience in Customer Implementation, Onboarding, Technical Consulting, or Solution Delivery within a high-velocity B2B SaaS environment is required. The candidate should have at least 5 years of experience building, scaling, and managing high-performing teams, with proven experience leading and managing international teams across multiple locations, considering different local languages, cultures, and customs. Technical proficiency with AI/SaaS platforms, system architecture, and solution delivery is essential. A results-driven approach with a focus on delivering exceptional customer experiences is crucial. Cybersecurity experience and expertise are preferred. Excellent communication, stakeholder management, and problem-solving skills, along with superior customer service skills and strong collaborative and teamwork abilities, are necessary. The candidate should have excellent time management and organizational skills and the ability to build a solid technical understanding of the KnowBe4 platform. The ability to learn and cross-train as product and platform innovation occurs, build rapport with customers via phone, email, and video conferencing, and work with minimal supervision is also important.
Compensation includes company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses. These benefits are offered in a modern, high-tech, and fun work environment. For more details about benefits in each office location, please visit the company's careers page.
KnowBe4 is a pioneer in digital workforce security, trusted by more than 70,000 organizations worldwide. The company provides a platform for security awareness training, enterprise customer awareness programs, and other related modules. KnowBe4 empowers the modern workforce to make smarter security decisions every day, securing both AI agents and humans. The platform leverages 15 years of behavioral data to combat advanced threats, including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.
The company values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. KnowBe4 offers a dynamic and inclusive culture with opportunities for growth and advancement. Joining KnowBe4 means becoming part of a team dedicated to transforming the workforce into a strong security asset.