KnowBe4 Chief Customer Officer Kelly Morgan has been appointed to lead the company’s global customer experience strategy. The world-renowned platform for human and agentic AI risk management announced Morgan’s appointment on February 13, 2026, marking a significant milestone in the company’s expansion within the Human and AI Risk Management market.
In his new role, Morgan will oversee KnowBe4’s end-to-end global lifecycle operations, leading the Customer Success, Customer Support, Managed Services, and Professional Services organizations. Reporting directly to CEO Bryan Palma, Morgan will focus on delivering seamless, outcomes-driven customer experiences across every touchpoint, with particular emphasis on measurable risk reduction, retention, and long-term customer value.
Executive Leadership Experience Strengthens KnowBe4
Morgan brings over 20 years of executive experience leading global customer success and post-sale teams to his new position. Most recently, he served as Chief Customer Officer at Docusign, where he demonstrated expertise in building high-performing global teams. Prior to Docusign, Morgan held the Chief Customer Officer and General Manager position at Sykes and founded Seven Two Seven, a boutique consultancy advising SaaS and technology companies on customer success strategies.
“Our customers are at the heart of everything we do, and welcoming Kelly to our leadership team reinforces our commitment. 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.”
Bryan Palma, CEO of KnowBe4
Strategic Focus on Human and AI Risk Management
The appointment of the KnowBe4 Chief Customer Officer comes at a critical time for cybersecurity organizations worldwide. As AI becomes increasingly embedded in business operations, KnowBe4 continues to innovate in delivering training for both humans and AI agents. The company’s comprehensive platform addresses the evolving landscape of cyber threats through awareness training, integrated cloud email security, real-time coaching, and AI Defense Agents.
“I am excited to join KnowBe4 at such a critical time in cybersecurity. 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.”
Kelly Morgan, Chief Customer Officer at KnowBe4
Global Reach and Market Leadership
Trusted by more than 70,000 organizations worldwide, KnowBe4 has established itself as a leader in building security culture and managing both human and agent risk. The company’s HRM+ platform creates an adaptive defense layer that reinforces secure behavior against evolving cybersecurity threats. This comprehensive approach includes crowdsourced anti-phishing capabilities and real-time coaching mechanisms designed to prepare modern workforces for contemporary security challenges.
Future Outlook for Customer Experience Excellence
Morgan’s appointment reinforces KnowBe4’s commitment to providing world-class, value-centric customer experiences. By strengthening its focus on customer outcomes and lifecycle value, the organization positions itself to deliver long-term value and help organizations worldwide navigate the complexities of modern cyber threats. The emphasis on measurable outcomes and risk reduction aligns with the growing demand for accountability in cybersecurity investments, ensuring customers can demonstrate tangible returns from their security training initiatives.