Director of Customer Implementation & Success (Position located in Sheffield, United Kingdom)

About KnowBe4

KnowBe4, the provider of the world’s largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a “Great Place To Work” in 8 countries, plus we’ve earned numerous other prestigious awards, including Glassdoor’s Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

To learn more about our team and office culture in England (UK), visit the following links. 

Careers Page: https://www.knowbe4.com/careers/locations/york

Glassdoor: https://www.glassdoor.com/Location/KnowBe4-York-Location-EI_IE969384.0,7_IL.8,12_IC3297365.htm

LinkedIn: https://www.linkedin.com/company/knowbe4/life/uk/

The Director of Customer Implementation & Success will lead and oversee the Customer Implementation Specialist team within KnowBe4. This leadership role is responsible for driving seamless customer onboarding, ensuring technical excellence, and enabling customers to achieve their desired outcomes with our KnowBe4 platform. The Director will work closely with internal stakeholders across Sales, Product, and Engineering to continuously optimize the customer experience and drive long-term success.

Responsibilities:

• Lead, mentor, and develop the Customer Implementation Specialist team.
• Drive the development and execution of scalable onboarding and implementation processes to ensure timely and successful customer go-lives.
• Oversee the delivery of technical solutions and strategic guidance to customers throughout their lifecycle.
• Collaborate with the VP of Customer Success and cross-functional teams to define and execute customer success strategies.
• Monitor key performance metrics related to implementation timelines, customer adoption, and satisfaction, ensuring continuous improvement.
• Establish best practices and frameworks for technical solution delivery and implementation excellence.
• Serve as an escalation point for complex customer implementation and technical challenges.
• Drive alignment between the Implementation and Success Architecture teams to deliver a seamless and unified customer experience.
• Advocate for customer needs and provide feedback to Product and Engineering teams to enhance platform capabilities.
• Foster a culture of innovation, collaboration, and customer-centricity within the teams.

Minimum Qualifications:

• Proven leadership experience in customer implementation, solution architecture, or customer success within a B2B SaaS environment.
• Strong understanding of customer onboarding processes, technical solution delivery, and customer lifecycle management.
• Demonstrated ability to build and scale high-performing teams.
• Excellent communication, stakeholder management, and problem-solving skills.
• Technical proficiency with SaaS platforms, APIs, and system integrations.
• Results-driven with a focus on delivering exceptional customer experiences.
• Strong empathy for customers and passion for driving growth
• Consultative approach with a proven ability to drive value,
• results and outcomes that align with customer objectives
• Strong verbal and written communications
• Strong critical thinking skills
• High energy with ability to build, inspire and motivate teams to exceed targets
• Excellent time management, prioritization and organization skills

Our Fantastic Benefits

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, and a relaxed dress code – all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.

Note: An applicant assessment and background check may be part of your hiring procedure.

Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.

No recruitment agencies, please.

Read Full Description