KnowBe4 appoints Kelly Morgan as Chief Customer Officer

KnowBe4 has appointed former DocuSign executive Kelly Morgan as Chief Customer Officer, putting him in charge of global customer operations as the company expands its focus on human- and AI-related security risks.

Morgan will oversee the end-to-end customer lifecycle across Customer Success, Customer Support, Managed Services and Professional Services. He will report to Chief Executive Officer Bryan Palma.

KnowBe4 positions itself around what it calls Human and AI Risk Management, aimed at reducing security exposure linked to employee behaviour and the use of AI systems, including AI agents.

Customer leadership

The new role signals a stronger focus on retention and ongoing customer value in a market where vendors increasingly compete on service quality and measurable outcomes. Cybersecurity suppliers are also facing growing expectations that training, policy and governance programmes translate into reduced risk.

Morgan will focus on a "seamless outcomes-driven customer experience" and on "measurable risk reduction, retention, and long-term customer value" across customer touchpoints.

Palma described the hire as part of a broader effort to strengthen customer operations as the business grows.

"Our customers are at the heart of everything we do, and welcoming Kelly to our leadership team reinforces our commitment," said Bryan Palma, CEO of KnowBe4. "Kelly's extensive expertise in building high-performing global teams and his proven track record of driving durable retention, improving profitability, and scaling customer value will be instrumental as we enter our next phase."

Morgan has more than 20 years of experience leading customer success and post-sale teams. Most recently, he served as Chief Customer Officer at DocuSign.

Before DocuSign, he held roles at Sykes, including Chief Customer Officer and General Manager. He also founded Seven TwoSeven, a boutique consultancy advising SaaS and technology companies.

AI risk focus

KnowBe4 has historically been associated with security awareness training and phishing simulations. It is now placing greater emphasis on AI-related risk alongside human behaviour, reflecting broader industry concerns that AI tools can create new avenues for data loss, fraud and social engineering.

Security teams are also grappling with rapid changes in how staff use generative AI at work, including risks tied to prompts, data sharing and the automation of business tasks. AI agents can extend these risks further by taking actions across enterprise applications.

Morgan said the timing of his move reflects the current threat environment and tied customer experience to measurable outcomes.

His remit includes ensuring customers achieve results, with a focus on reducing both human-driven and AI-driven risk. He will also work across the lifecycle from onboarding through ongoing support and services.

In a statement, Morgan said KnowBe4 had built a strong position in human risk management and that he planned to work with customers on outcomes.

"I am excited to join KnowBe4 at such a critical time in cybersecurity," said Kelly Morgan, Chief Customer Officer at KnowBe4. "The organization has already established itself as a leader in Human Risk Management, and I am eager to partner with this talented team to help customers realize measurable outcomes - reducing human and AI-driven risk while maximizing the value they derive from the platform."

Next steps

With Morgan in post, KnowBe4 plans to continue developing its approach to training for humans and AI agents, with the customer organisation expected to play a central role in delivery across support, services and customer success.