Manager, Enterprise Customer Success

🇺🇸Remote$110K–$130K/yr5h ago

Corporate Customer Success Account Management Enterprise Sales Team Leadership SaaS Operations

Role Snapshot

Lead and scale KnowBe4's Enterprise CSM team, driving retention, reducing churn, and pushing expansion across enterprise accounts. Serve as the tactical and strategic anchor, providing coaching and decisive guidance on complex customer environments.

Key Responsibilities: Manage team production targets for retention and growth metrics, strategically guide expansion and upsell initiatives, execute high-impact Executive Business Reviews, and serve as the escalation point for critical account issues and contract negotiations. Continuously review performance metrics, optimize operational processes, and develop team members through coaching and performance management.

Skills & Tools: Strong leadership and team management abilities with extreme ownership mentality; technically grounded with the ability to dissect complex customer problems and navigate enterprise sales environments. Excellent communication and strategic thinking skills, with the ability to drive accountability and foster a high-performance team culture.

Qualifications: Proven experience managing customer success or account management teams in enterprise software environments, with demonstrated success driving retention, expansion, and revenue growth. Strong understanding of SaaS metrics, customer lifecycle management, and B2B executive engagement preferred.

Location: Remote

Compensation: $110K–$130K/yr

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Job Description

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.

The Role

We are seeking a high-energy, technically grounded Manager of Enterprise Customer Success to lead, coach, and scale our Enterprise CSM team. In this role, you will serve as the core tactical and strategic anchor for your team, stepping in to provide decisive guidance when they face complex customer environments.
We want a leader who exhibits extreme ownership and a humble, curious mindset. You know how to dissect your own work, define and tweak operational processes, and hold your team accountable to high-performance standards. You will directly impact our bottom line by driving retention, reducing churn, and actively pushing expansion and upsell motions across our enterprise accounts.

What You'll Do (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.

What You'll Need (Qualifications)
Required:

Enterprise Leadership: 2 to 5 years of experience in an Enterprise leadership, team lead, or management role within a business-to-business environment.
B2B SaaS Expertise: A solid, proven professional background operating within a B2B SaaS subscription model is strictly required.
Technical Product Depth: 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.
Growth & Retention Metrics: Proven experience tracking and driving metric outcomes across Gross/Net Dollar Retention, Logo Retention, and Expansion/Upsell goals.
Core Behavioral Traits: Exceptional verbal and written communication skills, an intensely curious and approachable nature, and a noticeable level of high energy.

Preferred:

Cybersecurity Domain Knowledge: 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.

The compensation for this position ranges from $110,000-$130,000 including base, bonuses and commissions.

Application deadline: 7/12/2026. This is our good-faith estimate of the date the application window is anticipated to close. KnowBe4 reviews applications on a rolling basis and reserves the right to close the application window early if a qualified candidate for the position is identified.

Our Fantastic Benefits

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.

Note: An applicant assessment and background check may be part of your hiring procedure.

Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.

No recruitment agencies, please.