As the Director of Customer Success Operations, I work hand and hand with the Executive Leadership CSM Team to uncover their own and their teams needs to be successful. Whether this is the accessibility of data or uncovering of new features to better service their customers, I step in and coordinate all stakeholders

The Director of Customer Success at KnowBe4 is accountable for leading a team of Customer Success Managers and expanding the team with the growth of the company. The Director of Customer Success is responsible for driving performance of key metrics, managing production of the greater team, and ensuring the entire team has a plan to follow to exceed targets.

As a CSM Team Manager, my number one responsibility was the team of CSMs that worked directly with me. I continually practiced extreme ownership in this role, taking point on my teams ability to meet and exceed targets every day.In this role I was accountable for retention metrics, onboarding metrics, and customer experience for myself and my team of CSMs.

As a Customer Success Manager, the most important part of my role was to provide an excellent customer experience for my clients. This including driving metrics on retention and onboarding for my cohort of customers.

- Perform exceptional customer service by assisting their needs and informing them of any changes in the industry.- Conduct store banking and manage store funds.- Complete daily tasks such as opening and closing procedures and daily inventory counts.- Ability to adapt and implement any sudden changes in company policies.- Setting performance goals for the staff and store.- Merchandise the store based on the company’s standards and procedures.- Conducting periodic store inventory counts district-wide.- Meet and exceed store sales and performance goals.- Delegate duties to multiple employees daily.- Manage both payroll and scheduling for store associates.- Maintain quality inventory control and shrink problems.- Hire and train new employees to create a successful store and provide knowledgeable staff.- Monitor security system for any inventory control or training opportunities.