Customer Success Architect (Position located in Melbourne, Australia)

Job Description

KnowBe4 is seeking a Customer Success Architect to join their team in Melbourne, Australia. This role is crucial for providing technical guidance and ensuring customers maximize the value of the KnowBe4 platform. The Customer Success Architect will collaborate with Customer Success Managers and internal teams to design and optimize customer solutions, aligning platform capabilities with business objectives.

The Customer Success Architect will serve as a technical expert, lead technical discovery sessions, and provide hands-on support. They will also conduct regular technical reviews, advocate for customer needs, and develop training materials.

Responsibilities:

• Serve as the technical expert and trusted advisor to customers throughout their lifecycle.
• Collaborate with CSMs to understand customer goals and develop tailored solution architectures.
• Lead technical discovery sessions to identify customer requirements and map them to platform capabilities.
• Assist with onboarding, implementation, and optimization of the platform, ensuring successful adoption.
• Provide hands-on technical support, troubleshooting, and guidance on best practices.
• Conduct regular technical reviews and health checks to ensure customers are maximizing the platform's potential.
• Advocate for customer needs by collaborating with Product, Engineering, and Support teams.
• Develop and deliver training materials, documentation, and knowledge base articles to support customer enablement.
• Stay updated on product enhancements and industry trends to provide customers with cutting-edge solutions.

Requirements:

• 2+ years of experience in Customer Success, Solutions Architecture, or Professional Services roles, preferably within a SaaS environment.
• Strong technical background with expertise in relevant technologies (e.g., APIs, cloud platforms, security solutions).
• Experience in leading workshops, facilitating meetings, and driving executive alignment.
• Proven ability to architect and deploy enterprise-level solutions.
• Excellent communication and presentation skills.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies and sales methodologies.
• Experience with Gmail, Google Docs, MS Office, and web browsers.
• Customer-focused mindset with strong problem-solving skills.
• Excellent verbal and written communications.
• Strong collaborative and teamwork skills.

KnowBe4 offers:

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