[Remote] Partner Success Manager (MSP Per Client) (Remote)

Note: The job is a remote job and is open to candidates in USA. KnowBe4 is a cybersecurity company focused on transforming workforce vulnerabilities into security assets through their AI-driven Human Risk Management platform. The Partner Success Manager will be responsible for managing relationships with MSP partners, guiding them through onboarding, monitoring adoption, and driving revenue growth while ensuring partner satisfaction and success.

Responsibilities

• Build and maintain strong relationships with MSP partners by understanding their business objectives, client needs, and growth strategies—becoming the person they rely on throughout the partnership
• Guide partners through structured onboarding for each new customer deployment, including account configuration, product training, best practice workshops, initial phishing campaigns, and change management support that sets clients up for long-term success
• Track customer usage patterns, adoption metrics, and health indicators across your partner's portfolio—proactively identifying opportunities to help partners drive deeper engagement and better outcomes for their clients
• Conduct regular check-ins and quarterly business reviews with partner stakeholders at all levels—from day-to-day contacts to executive leadership—ensuring alignment on objectives, celebrating wins, addressing challenges, and demonstrating continuous value delivery
• Collaborate with technical support, pricing specialists, and internal teams to resolve complex issues, coordinate renewals, and deliver a cohesive partner experience that drives satisfaction and loyalty
• Identify and pursue expansion opportunities within your partner portfolio—working closely with partners and pricing specialists to drive add-ons, upgrades, and renewals that meet or exceed bookings targets
• Use available tools, gather partner feedback, and share insights that improve partner experience, streamline workflows, and establish best practices that scale across the partner ecosystem
• Maintain accurate, up-to-date records in Salesforce—documenting partner interactions, tracking opportunities, and ensuring data integrity that supports informed decision-making across the organization

Skills

• 2+ years of customer success, account management, or partner-facing experience, preferably in SaaS, cybersecurity, or technology environments where you've managed relationships and driven retention and growth
• Channel partner understanding with familiarity working with resellers, distributors, or managed service providers—you understand how partners operate and what they need to be successful
• Relationship-building skills with the ability to connect with diverse personalities—from technical contacts to C-level executives—and maintain those relationships over time
• Balanced approach that includes listening to partner needs, understanding their clients' objectives, and translating both into actionable strategies that drive adoption, satisfaction, and business results
• Results-oriented mindset with proven ability to meet targets, manage renewals, identify growth opportunities, and drive bookings while maintaining a partner-first attitude
• Organized multi-tasker who can manage multiple partner relationships simultaneously, follow through on commitments, anticipate needs, and keep nothing from slipping through the cracks
• Clear communicator who writes professional emails, leads productive calls and video meetings, and knows how to adjust conversations for technical users, business stakeholders, and executive audiences
• CRM proficiency with hands-on experience in Salesforce or similar platforms—you're comfortable maintaining records, pulling reports, and using data to inform your partner strategies
• Associate's degree or relevant certifications in business, technology, or related fields
• IT or cybersecurity industry knowledge with understanding of security awareness training concepts and challenges
• Prior customer success management experience where you've owned retention and expansion metrics
• Strong negotiation skills and experience navigating contract discussions, renewals, or pricing conversations
• Comfort working independently with minimal supervision while knowing when to escalate or collaborate

Benefits

• Company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses

Company Overview

• KnowBe4 is a security platform for security awareness training and simulated phishing attacks. It was founded in 2010, and is headquartered in Clearwater, Florida, USA, with a workforce of 1001-5000 employees. Its website is http://www.KnowBe4.com.

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