Manager, Revenue Operations – Customer Services

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $155k - $164k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💹 Revenue Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Serve as the strategic engine behind KnowBe4's post-sales go-to-market operations • Bridge Customer Services, Customer Management, and Customer Support with Sales, Marketing, and Product • Transform operational execution across Onboarding, Professional Services, and Technical Account Management • Review SMB and Mid-Market onboarding processes, identify friction points, and improve efficiency • Gather requirements and globally standardize onboarding processes and customer experience • Integrate onboarding across Global Customer Services and Customer Success with clean handoffs and visibility • Liaise with IT to implement processes and workflows across Salesforce, PSA, Zendesk, and other core systems • Define, track, and report onboarding metrics including attach rate, time-to-value, throughput, utilization, adoption, and retention impact • Support design, packaging, and pricing of Professional Services and Technical Account Management offerings • Build operational processes for launching offerings and measure ongoing performance • Own systems managing the services delivery and quote-to-cash lifecycle from pipeline and deal closure through delivery, billing, and revenue recognition • Report on project backlog, execution, resource and capacity management, utilization, bookings, and project margin • Track Technical Account Management engagement and milestone completion, including health checks and QBRs • Develop Technical Health scoring for proactive risk mitigation • Deliver monthly and quarterly business reviews across Customer Services functions • Provide insights and recommendations for measurable efficiency and execution improvements

🎯 Requirements

• Bachelor's degree or equivalent work experience • 5–8+ years in Services Operations or Customer Success at a SaaS/AI company, or a related analytical/operations role • Experience running Services Operations and implementing and managing PSA solutions and Salesforce • Strong process design skills • Experience with resource and capacity planning and workload management • Working knowledge of CRM and CS platforms, such as Certinia, Salesforce, Gainsight, or similar • Expertise building executive-summary operational reports and dashboards • Familiarity with services/professional services business models, including pricing, packaging, and revenue tracking • Excellent cross-functional communication across Customer Services, Customer Success, Product, IT, and Finance • Bias toward scalable processes, well-defined solutions, and documentation • Ability to manage multiple projects simultaneously in a fast-paced environment

🏖️ Benefits

• Company-wide bonuses based on monthly sales targets • Employee referral bonuses • Adoption assistance • Tuition reimbursement • Certification reimbursement • Certification completion bonuses • Modern, high-tech, and fun work environment • Applicant assessment and background check may be part of the hiring procedure