CS Strategist – Program Manager

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $120k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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KnowBe4

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

🔒 Cybersecurity

☁️ SaaS

📚 Education

Cybersecurity • SaaS • Education

KnowBe4 is a leading platform specializing in security awareness training and simulated phishing to help organizations manage the human element of cybersecurity. The KnowBe4 HRM+ platform is used by approximately 70,000 organizations globally to bolster cybersecurity risk management strategies, integrating AI-powered solutions to improve security culture and user behavior. KnowBe4 offers a comprehensive array of products including email security, security coaching, and compliance training, designed to educate and protect against social engineering, phishing, and other cyber threats. Its innovative approach combines real-time security coaching and AI-defense agents to mitigate human risks and reduce vulnerabilities. Trusted by many top cybersecurity companies, KnowBe4 is a significant player in enhancing security awareness and compliance across industries.

📋 Description

• Own and drive the CSM annual and quarterly planning process, including OKR development, roadmap prioritization, and executive alignment. • Serve as a strategic partner to CSM leadership, preparing briefings, decision memos, and exec-ready presentations for leadership reviews, QBRs, and board materials. • Identify strategic gaps, risks, and opportunities across the CS organization and develop recommendations for leadership action. • Manage the CSM leadership operating cadence — agendas, follow-ups, decision logs, and cross-functional coordination. • Act as a trusted proxy for CSM leadership in cross-functional forums, representing CS priorities and driving alignment with Product, Sales, Marketing, and Finance. • Own end-to-end program management for strategic CSM initiatives — scoping, planning, resourcing, risk tracking, and delivery. • Develop and maintain program charters, project plans, RAID logs, and stakeholder communication plans. • Drive clarity and accountability across workstreams, ensuring cross-functional owners are aligned and on-track. • Proactively surface blockers and risks to leadership with recommendations for resolution. • Build scalable playbooks and frameworks that operationalize strategic priorities across the CS organization. • Partner with CS Analytics and Finance to synthesize data into strategic insights that inform CS strategy — retention trends, expansion opportunities, health metrics, and customer segment performance. • Develop business cases and ROI frameworks for new CS investments and motions. • Lead strategic research and benchmarking to inform CS best practices and competitive differentiation. • Support the development and iteration of the CS model, including coverage models, segmentation strategy, and engagement frameworks.

🎯 Requirements

• 5+ years of experience in Customer Success, strategy, consulting, chief of staff, or a related field within a B2B SaaS environment. • Preferred: Prior experience in a Chief of Staff, Strategy & Operations, or CS Strategy role at a high-growth SaaS company. • Preferred: Experience supporting VP or C-suite executives in a fast-paced environment. • Preferred: Background in cybersecurity, security awareness, or adjacent technology markets. • Preferred: MBA or equivalent advanced degree.

🏖️ Benefits

• company-wide bonuses based on monthly sales targets • employee referral bonuses • adoption assistance • tuition reimbursement • certification reimbursement • certification completion bonuses