KnowBe4 - Manager, Enterprise Customer Success
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Requirements
• Enterprise Leadership: 2 to 5 years of experience in an Enterprise leadership, team lead, or management role within a business-to-business environment. • Enterprise Leadership: • B2B SaaS Expertise: A solid, proven professional background operating within a B2B SaaS subscription model is strictly required. • B2B SaaS Expertise: • Technical Product Depth: A highly technical SaaS background. You must possess the capacity to rapidly learn multi-product ecosystems and guide a technical CS team through complex software environments. • Technical Product Depth: • Growth & Retention Metrics: Proven experience tracking and driving metric outcomes across Gross/Net Dollar Retention, Logo Retention, and Expansion/Upsell goals. • Growth & Retention Metrics: • Core Behavioral Traits: Exceptional verbal and written communication skills, an intensely curious and approachable nature, and a noticeable level of high energy. • Core Behavioral Traits: • Preferred: • Cybersecurity Domain Knowledge: Direct experience or deep familiarity with the Cybersecurity field, corporate security awareness, or security culture development is a massive asset and will serve as a primary differentiator. • Cybersecurity Domain Knowledge: • Experience with Salesforce (or similar enterprise CRMs) and Google Workspace. • The compensation for this position ranges from $110,000-$130,000 including base, bonuses and commissions. • Application deadline: 7/12/2026. This is our good-faith estimate of the date the application window is anticipated to close. KnowBe4 reviews applications on a rolling basis and reserves the right to close the application window early if a qualified candidate for the position is identified.
Responsibilities
• Drive Team Production: Take absolute ownership of an Enterprise CSM team, managing daily, weekly, and quarterly production targets to consistently hit and exceed retention and growth metrics. • Drive Team Production: • Own the Expansion Motion: Strategically guide and track the team's expansion initiatives, coaching CSMs on how to identify, navigate, and secure upsell opportunities within the enterprise segment. • Own the Expansion Motion: • Elevate Executive Business Reviews (EBRs): Ensure the team is seamlessly executing high-impact EBRs that align with customer objectives and clearly demonstrate a return on investment (ROI) to executive stakeholders. • Elevate Executive Business Reviews (EBRs): • Mitigate Churn & Handle Escalations: Act as the senior management escalation point for critical account issues. Dive into complex, technical customer problems and assist the team with contract negotiations to secure optimal retention terms. • Mitigate Churn & Handle Escalations: • Process & Accountability: Continuous review of team performance metrics and dashboards. Tweak, add, or remove operational processes to back up desired team behaviors and eliminate performance roadblocks. • Process & Accountability: • Team Development: Build a highly empowered team culture. Actively manage team performance, create targeted success plans for underperforming assets, and deliver heavily weighted recommendations on hiring, promotions, and discipline. • Team Development:
Benefits
• We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits. • Note: An applicant assessment and background check may be part of your hiring procedure. • Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation. • No recruitment agencies, please.
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