Manager, Enterprise Customer Success

KnowBe4

Manager of Enterprise Customer Success at KnowBe4, leading and coaching the Enterprise CSM team. Focus on retention, churn reduction, and driving expansion across enterprise accounts.

Posted 6/12/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $110,000 - $130,000 per yearWebsite

About the role

Key responsibilities & impact

Take absolute ownership of an Enterprise CSM team, managing daily, weekly, and quarterly production targets to consistently hit and exceed retention and growth metrics.
Strategically guide and track the team's expansion initiatives, coaching CSMs on how to identify, navigate, and secure upsell opportunities within the enterprise segment.
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.
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.
Continuous review of team performance metrics and dashboards. Tweak, add, or remove operational processes to back up desired team behaviors and eliminate performance roadblocks.
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

What you’ll need

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.

Benefits

Comp & perks

company-wide bonuses based on monthly sales targets
employee referral bonuses
adoption assistance
tuition reimbursement
certification reimbursement
certification completion bonuses

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B SaaSEnterprise leadershipTeam managementMetric trackingContract negotiationPerformance metricsUpsell strategiesCustomer success managementTechnical problem solvingROI analysis

Soft Skills

CommunicationCoachingTeam empowermentCuriosityApproachabilityHigh energyPerformance managementStrategic guidanceConflict resolutionAdaptability