Manager, Enterprise Customer Success

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

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
• 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