Manager, Enterprise Customer Success
The Manager of Enterprise Customer Success at KnowBe4 is a pivotal leadership role responsible for guiding and scaling the Enterprise Customer Success Manager (CSM) team. This position requires a high-energy, technically grounded leader who embodies extreme ownership and a humble, curious mindset. The role involves direct impact on the company's bottom line by driving retention, reducing churn, and actively promoting expansion and upsell initiatives across enterprise accounts.
Key responsibilities include managing daily, weekly, and quarterly production targets to consistently meet and exceed retention and growth metrics. The manager will strategically guide the team's expansion efforts, coaching CSMs on identifying and securing upsell opportunities within the enterprise segment. Elevating Executive Business Reviews (EBRs) to align with customer objectives and demonstrate return on investment (ROI) to executive stakeholders is also a critical aspect of the role. Additionally, the manager will act as the senior management escalation point for critical account issues, addressing complex technical customer problems and assisting with contract negotiations to secure optimal retention terms. Continuous review of team performance metrics and dashboards, along with the development of targeted success plans for underperforming team members, are essential components of this position.
Candidates should have 2 to 5 years of experience in an enterprise leadership, team lead, or management role within a business-to-business environment. A solid background in B2B SaaS subscription models is strictly required, with a highly technical SaaS background being essential. Proven experience in tracking and driving metric outcomes across Gross/Net Dollar Retention, Logo Retention, and Expansion/Upsell goals is necessary. Exceptional verbal and written communication skills, an intensely curious and approachable nature, and a noticeable level of high energy are core behavioral traits sought for this role. Preferred qualifications include direct experience or deep familiarity with the cybersecurity field, corporate security awareness, or security culture development, as well as experience with Salesforce (or similar enterprise CRMs) and Google Workspace.
The compensation for this position ranges from $110,000 to $130,000, including base salary, bonuses, and commissions. Benefits include company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses. The work environment is modern, high-tech, and fun, reflecting KnowBe4's commitment to a positive and engaging workplace culture.
KnowBe4 is a leading provider of security awareness training and simulated phishing platforms, trusted by more than 70,000 organizations worldwide. The company is committed to a culture of extreme ownership, radical transparency, and continuous learning. Employees are encouraged to take full responsibility for their areas, coordinate effectively with team members, and engage in daily company-wide meetings that foster a sense of community and high energy. KnowBe4's culture emphasizes fun, celebration, and professional development, offering a dynamic environment for growth and success.