Note: The job is a remote job and is open to candidates in USA. KnowBe4 is a leader in digital workforce security, providing training and attack simulations to over 70,000 organizations worldwide. They are seeking a Manager of Enterprise Customer Success to lead and develop their Enterprise CSM team, focusing on driving retention, reducing churn, and expanding upsell opportunities within enterprise accounts.
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
- 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
- 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
- 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
- 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
- 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
Skills
- 2 to 5 years of experience in an Enterprise leadership, team lead, or management role within a business-to-business environment
- A solid, proven professional background operating within a B2B SaaS subscription model is strictly required
- 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
- Proven experience tracking and driving metric outcomes across Gross/Net Dollar Retention, Logo Retention, and Expansion/Upsell goals
- Exceptional verbal and written communication skills, an intensely curious and approachable nature, and a noticeable level of high energy
- 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
- Experience with Salesforce (or similar enterprise CRMs) and Google Workspace
Benefits
- Company-wide bonuses based on monthly sales targets
- Employee referral bonuses
- Adoption assistance
- Tuition reimbursement
- Certification reimbursement
- Certification completion bonuses
- A modern, high-tech, and fun work environment
Company Overview
KnowBe4 is a security platform for security awareness training and simulated phishing attacks. It was founded in 2010, and is headquartered in Clearwater, Florida, USA, with a workforce of 1001-5000 employees. Its website is http://www.KnowBe4.com.