KnowBe4 has announced the appointment of Kelly Morgan as its new Chief Customer Officer (CCO), reinforcing the company’s commitment to delivering measurable customer outcomes as it continues to expand in the Human and AI Risk Management market.
Morgan will oversee KnowBe4’s global end-to-end customer lifecycle, leading the Customer Success, Customer Support, Managed Services and Professional Services teams. Reporting directly to CEO Bryan Palma, he will focus on delivering a seamless, outcomes-driven customer experience across every touchpoint, with particular emphasis on measurable risk reduction, customer retention, and long-term value creation.
The appointment comes at a significant moment for KnowBe4 as organisations increasingly look beyond traditional cybersecurity controls and focus on managing human and AI-driven risk in a rapidly evolving threat landscape.
“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.”
Strengthening the Customer Value Proposition
Morgan brings more than two decades of executive experience leading global customer success and post-sale organisations. Most recently, he served as Chief Customer Officer at Docusign, where he was responsible for driving customer retention and long-term growth strategies. Prior to that, he held the dual role of Chief Customer Officer and General Manager at Sykes, and also founded Seven Two Seven, a boutique consultancy advising SaaS and technology companies.
His appointment signals KnowBe4’s continued focus on value-centric engagement as cybersecurity strategies increasingly prioritise behavioural change, workforce resilience, and AI governance alongside technical controls.
“I am excited to join KnowBe4 at such a critical time in cybersecurity,” said Morgan. “The organisation has already established itself as a leader in Human Risk Management, and I am eager to partner with this talented team to help customers realise measurable outcomes — reducing human and AI-driven risk while maximising the value they derive from the platform.”
Supporting Human and Agentic AI Risk Management
KnowBe4’s growth has been driven by a broader shift in how organisations approach cyber risk. Rather than focusing solely on perimeter defence, businesses are recognising that employees, and increasingly AI agents, represent both risk and opportunity.
Trusted by more than 70,000 organisations worldwide, KnowBe4 delivers a comprehensive platform designed to build security culture and manage both human and agent risk. Its HRM+ platform combines security awareness training, integrated cloud email security, real-time coaching, crowdsourced anti-phishing capabilities, AI Defense Agents and more.
As AI becomes further embedded into business operations, the company is positioning itself at the forefront of what it describes as “agentic” risk management, training both humans and AI agents to identify and respond to evolving threats.
By strengthening its leadership team and sharpening its focus on lifecycle value and customer outcomes, KnowBe4 aims to ensure organisations not only deploy security tools, but also achieve demonstrable risk reduction and long-term resilience.
