Manager, Enterprise Customer Success

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $110k - $130k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

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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

• Take absolute ownership of an Enterprise CSM team, managing daily, weekly, and quarterly production targets to consistently hit and exceed retention and growth metrics. • Strategically guide and track the team's expansion initiatives, coaching CSMs on how to identify, navigate, and secure upsell opportunities within the enterprise segment. • 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. • 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. • Continuous review of team performance metrics and dashboards. Tweak, add, or remove operational processes to back up desired team behaviors and eliminate performance roadblocks. • 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.

🎯 Requirements

• 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.

🏖️ Benefits

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