The Opportunity
Join our Partner Success team as the dedicated relationship owner for KnowBe4's MSP partners who serve multiple clients. As Partner Success Manager (MSP Per Client), you'll be the primary contact who helps managed service providers deliver strong security awareness outcomes for their entire client portfolio. You'll own the full partner journey—from initial onboarding and training through renewals and growth—ensuring every MSP partner has the knowledge, tools, and support needed to maximize value across all their customer deployments. The successful candidate is relationship-driven, thrives on enabling partner success, and takes genuine pride in being the go-to person partners count on to help their clients stay secure and compliant.
What You'll Do
Partner Relationship Management: 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.
Onboarding & Enablement: 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.
Adoption & Health Monitoring: 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.
Strategic Business Reviews: 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.
Cross-Functional Coordination: 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.
Revenue Growth: 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.
Process Improvement: 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.
Account Administration: 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.
What You Bring
You're the kind of partner advocate who builds trust quickly, stays organized across multiple relationships, and genuinely enjoys helping partners achieve wins for their clients.
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.
Bonus points if you have:
- 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
Why You'll Love It Here
Remote Flexibility: Work from anywhere in the US with the autonomy to manage your schedule while staying connected to a supportive, collaborative team.
Partner Impact: You'll directly influence partner success and play a meaningful role in protecting thousands of organizations from cybersecurity threats—work that genuinely matters.
Diverse Portfolio: Engage with a varied book of business across industries, company sizes, and use cases—no two partners are alike, keeping the role dynamic and interesting.
Earning Potential: Competitive compensation structure with the opportunity to exceed bookings targets and drive revenue growth within your portfolio.
Professional Growth: Develop deep expertise in cybersecurity, channel partnerships, and customer success while building relationships with talented colleagues across the organization who are invested in your development.
Continuous Learning: Expand your skills through product training, industry certifications, and ongoing exposure to the evolving security awareness landscape.
