Manager, Enterprise Customer Success

Manager of Enterprise Customer Success

KnowBe4 empowers organizations worldwide to make smarter security decisions through innovative training and security solutions. We are seeking a dynamic leader to manage and grow our Enterprise Customer Success team.

The Role:

As the Manager of Enterprise Customer Success, you will be the tactical and strategic anchor for your team, guiding them through complex customer environments. You will foster a culture of extreme ownership and continuous improvement, directly impacting our bottom line by driving retention, reducing churn, and expanding upsell opportunities within our enterprise accounts.

What You’ll Do (Responsibilities):

• Drive Team Production: Take ownership of an Enterprise CSM team, managing daily, weekly, and quarterly production targets to achieve retention and growth metrics.
• Own the Expansion Motion: Strategically guide and track the team’s expansion initiatives, coaching CSMs on identifying and securing upsell opportunities.
• Elevate Executive Business Reviews (EBRs): Ensure the team delivers high-impact EBRs that align with customer objectives and demonstrate ROI to executive stakeholders.
• Mitigate Churn & Handle Escalations: Serve as the senior escalation point for critical account issues, assist with complex technical problems, and support contract negotiations for optimal retention.
• Process & Accountability: Continuously review team performance metrics, refine operational processes, and eliminate performance roadblocks.
• Team Development: Build a highly empowered team culture, manage performance, create success plans, and make 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 B2B environment.
• B2B SaaS Expertise: Solid, proven professional background in a B2B SaaS subscription model.
• Technical Product Depth: Highly technical SaaS background with the ability to rapidly learn multi-product ecosystems and guide a technical CS team.
• 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 high energy.

Preferred:

• Cybersecurity Domain Knowledge: Direct experience or deep familiarity with the Cybersecurity field, corporate security awareness, or security culture development.
• Experience with Salesforce (or similar enterprise CRMs) and Google Workspace.

Compensation & Benefits:

• Compensation: The range for this position is $110,000-$130,000 (including base, bonuses, and commissions).
• Fantastic Benefits: Company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and completion bonuses. Benefits package details are available at www.knowbe4.com/careers/benefits.

Application Deadline:

• July 12, 2026 (This is an estimated closing date; applications are reviewed on a rolling basis and the window may close early.)

KnowBe4 is an equal opportunity employer. Accommodation requests can be submitted via www.knowbe4.com/careers/request-accommodation.