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KnowBe4 Pte Ltd

Customer Success Regional Director

KnowBe4 Pte Ltd
Singapore
Posted 10 days ago Hybrid Permanent Base Pay + Uncapped Commissions + Company-Wide Bonuses
Kay
Posted by
Kay Kamphorst
Talent Expansion Specialist
The Customer Success Regional Director is accountable for successfully leading and growing their sections within the International Customer Success Department. Additionally, the individual in this role will be responsible for managing the post-sale customer lifecycle for Enterprise, SMB and Tech Touch customers. With a production demand mindset, the Regional Customer Success Director will take extreme ownership for driving performance and managing the production of their Customer Success teams to meet and exceed onboarding targets, renewals, add-ons, and up-sell sales bookings targets.

Responsibilities:

  • Take extreme ownership in developing high performing Customer Success teams and successfully manage the daily, weekly, monthly, and quarterly production 
  • Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions and develop the necessary corrective action plans accordingly
  • Track, manage, and ensure that the Customer Success teams are delivering value, results, and outcomes that align to customer objectives
  • Track, manage, and ensure that the Customer Success teams are delivering exceptional customer experiences
  • Track, manage, and ensure that the prescribed customer journey and engagement model for Enterprise, SMB and Tech Touch customers is seamlessly and consistently adhered to and propose changes to enhance as automation and business drivers evolve 
  • Ensure that all aspects of the post-sale customer lifecycle are optimally managed
  • Track, manage, and promote robust customer health and leverage scoring to develop improvement plans that course correct unhealthy customers and avoid customer churn
  • Deliver key Customer Success outcomes, including reducing time to value by onboarding new customers within 60 days, increasing customer lifetime value through greater customer adoption, retention and satisfaction, and upselling to maximize addressable customer wallet
  • Conduct business reviews and report key Customer Success outcomes and metrics to the International Customer Success Director for your region
  • Develop and groom strong customer advocates  
  • Serve as an executive level escalation point for customer issues and assist Customer Success managers, and Pricing Specialists with tags 
  • Assist in negotiations with partners and customers on opportunities to prevent churn and secure optimal terms
  • Enforce pricing strategies that meet the Company’s standards, policies, and procedures
  • Own and manage the overall pipeline and the daily, weekly and monthly forecasts for your sections and meet regularly with the International Customer Success Director for your region to review
  • Develop and manage OKRs
  • Meet and exceed monthly onboarding targets and monthly, quarterly and annual sales bookings targets 
  • Enforce impeccable administration of opportunities in the Company’s CRM
  • Promote referrals for new business sales 
  • Plan, lead and manage the growth, expansion and organizational capacity of your sections within the International Customer Success Department
  • Work with Growth and International Customer Success Director for your region to suggest, create, implement and maintain policies and procedures which are scalable to ensure efficient growth
  • Communicate effectively with Customer Success managers, and Pricing Specialists to ensure that all policies and procedures are well understood
  • Work closely with Growth and Customer Success managers to develop and manage coaching plans for CSMs and Pricing Specialists that are underperforming and need improvement
  • Develop and groom strong, high performing Customer Success managers, and Pricing Specialists
  • Promote a practice of continuous learning within CSM
  • Forge relationships with other leaders across the Company and promote cross-functional collaboration
  • Promote Customer Success within the Company, evangelize customer success stories and celebrate accomplishments
  • Provide qualitative and quantitative customer feedback and input to the Product Sector and Courseware Development Sector
  • Work with local Expansion and People Operations to hire, fire, discipline and promote subordinates
  • Hire, fire, promote, and correct direct reports

Qualifications:

  • Bachelor’s Degree required
  • Minimum 3 years managing customers
  • Minimum 3 years software sales experience preferred
  • Minimum 3 years management experience leading high growth SaaS post sales Customer Success teams
  • Minimum 3 years working with channel partners
  • Experience managing a high volume customers across a variety of verticals within a SaaS subscription model
  • Familiarity with standard concepts, practices and procedures within the IT Security Field
  • Experience with Salesforce or other CRM
  • Experience delivering customer value, outcomes and results that align with customer objectives
  • Experience delivering exceptional customer experiences
  • Experience managing projects
  • Strong empathy for customers and passion for driving growth
  • Good understanding of financial and operational levers in a SaaS recurring revenue business model
  • Consultative approach and proven results working as trusted advisor to drive value, results and outcomes that align with customer objectives
  • Demonstrated ability to drive exceptional customer experiences
  • Analytics, process-oriented mindset
  • Demonstrated ability to drive continuous improvement
  • Excellent verbal and written communications
  • Excellent time management, prioritization and organization skills
  • Superior customer service skills
  • Strong collaborative and team work skills
  • Ability to build rapport with customers via phone, email and video conferencin
  • Strong critical thinking skills
  • High energy leader with proven ability to inspire and motivate teams to exceed targets
  • Ability to manage, scale and build large, high performing teams
  • Self-motivated with ability to work with minimal supervision

About KnowBe4 Australia

KnowBe4 Australia’s fun, lively, and productive team is located in the heart of South Melbourne. Our team members are trailblazers who are defining the security awareness training industry in Australia. From casual banter in our daily meetings to our fun team building outings (like go-karting and cruises) - our team has a unique bond that creates an incredible work environment. Our office has the casual, fun atmosphere of a new startup company, but with the power and backing of a global organization.

We are a Certified Great Place To Work In Australia and have earned numerous other prestigious awards, including Glassdoor's Best Places To Work and Fortune’s Best Workplaces for women, millennials, and in technology.

Some of Our Benefits

  • Uncapped Commissions
  • Bonuses up to $2,000 a Month (Depending on Company Performance)
  • Employee Stock Purchase Program
  • 30 Days Paid Time Off per Year
  • National Holidays
  • Personal Heritage Holiday
  • Tuition Reimbursement up to $5,250 a Year
  • Certification Completion Bonuses up to $10,000 a Year
  • Fun Team Building Event & Activities
  • Hybrid Work Environment
  • Remote Work Options
  • Relaxed Dress Code
  • Employee Resource Groups
  • Plus Many Other Fantastic Perks!
ABOUT COMPANY
Singapore
Information Technology
KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organization...
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