Customer Success Manager (Enterprise) (Remote)

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.

About the role

This position is responsible for building effective relationships with current customers and maximizing the customer lifetime value within the assigned portfolio. The Customer Success Manager (Enterprise) will deliver a great customer experience, maximize product usage, and drive outcomes that exceed customer expectations. Responsibilities include managing onboarding, renewals, and identifying upsell opportunities.

Responsibilities

• Forge relationships with new and existing customers, including management and executive stakeholders, and understand their objectives
• From a consultative approach, develop a strategy and plan for achieving customer objectives
• Continually assess and identify customer’s SAT program maturity level, and strategize with customer leadership to develop a sustainable security culture
• Help the administrator develop and manage a mature security awareness program, aligned with executive goals and expectations
• Maintain a high level of professionalism in handling and managing enterprise accounts
• Leverage KnowBe4 assessments such as ASAP for program design and SAPA and SCS to increase proficiency and security culture
• Manage the onboarding process, including account configuration, product training, initial phishing campaigns, and change management activities
• Coordinate with technical support for complex technical questions
• Monitor customer usage, adoption, and health metrics
• Engage with customers per the prescribed model to support ongoing adoption and drive additional value
• Perform periodic business reviews to confirm satisfaction, resolve issues, and drive product adoption
• Conduct strategic engagement reviews with executives to ensure alignment on objectives and value delivered
• Drive cross-functional initiatives to improve customer experience and satisfaction
• Leverage tools, processes, and best practices to maximize customer value
• Coordinate with Renewal Specialists on customer renewals
• Identify opportunities for add-ons and upgrades, and initiate interest in new products
• Coordinate with Account Managers on cross-sell opportunities and referrals
• Meet and exceed performance metric targets
• Maintain impeccable administration of accounts in the Company’s CRM

Requirements

• Associate’s Degree or equivalent work experience and education preferred
• Experience managing accounts with complex IT systems
• Experience managing accounts with 1000+ employees
• Experience communicating with high-level executives in enterprise accounts
• Familiarity with standard concepts, practices, and procedures in IT security
• Experience with Salesforce or other CRM systems
• Experience with Microsoft Excel, Word, Gmail, and Google Docs
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• IT experience/exposure is a plus
• Prior experience as a Customer Success Manager
• SACP Certification
• Excellent verbal and written communication skills
• Superior customer service skills
• Excellent time management and organization skills
• Ability to build rapport through phone, email, and video conferencing
• Strong collaborative and teamwork skills
• Strong negotiation skills
• Ability to work with minimal supervision

Pay

The compensation for this position ranges from $84,000 to $94,000, including base, bonuses, and commissions, depending on skills and experience.

Benefits

• Company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement and completion bonuses
• Modern, high-tech, and fun work environment