TL;DR

Customer Success Manager (SMB) (Cybersecurity): Driving customer adoption, growth, and retention within the security awareness training and human risk management platform with an accent on consultative relationship building and strategic account planning. Focus on onboarding new customers, identifying upsell opportunities, and ensuring high-value outcomes through proactive engagement and periodic business reviews.

Location: Must be based in Cape Town, South Africa

Company

KnowBe4 is a global leader in Human Risk Management, helping organizations secure their workforce and AI agents through advanced technical defenses and personalized training.

What you will do

  • Manage the end-to-end onboarding process for new customers, including account configuration and training.
  • Develop and execute strategic plans to meet customer objectives and maximize product value.
  • Monitor and analyze customer usage, health metrics, and adoption rates to ensure continued success.
  • Conduct periodic strategic business reviews with key stakeholders to align on goals and demonstrate delivered value.
  • Collaborate with renewal specialists and account managers to drive cross-sell, upsell, and renewal opportunities.
  • Maintain accurate account administration and data integrity within the CRM system.

Requirements

  • Location: Must be based in Cape Town, South Africa.
  • Language: Proficiency in English required (all applications must be submitted in English).
  • Proven experience in a customer success or account management role.
  • Familiarity with standard concepts and practices within the IT security field.
  • Proficiency in CRM tools, preferably Salesforce, and office software including Excel and Google Workspace.
  • Strong communication, negotiation, and time management skills.

Nice to have

  • Previous experience or exposure to IT security environments.
  • Associate’s degree or relevant professional experience.

Culture & Benefits

  • Modern, high-tech, and fun office environment in Cape Town.
  • Performance-based company-wide bonuses tied to monthly sales targets.
  • Professional development support including tuition and certification reimbursement.
  • Employee referral program and adoption assistance.
  • Opportunities to join a market-leading team in a rapidly evolving industry.