CS Strategist – Program Manager

KnowBe4

CS Strategist & Program Manager at KnowBe4 managing Customer Success strategy and operational execution in a remote role. Ensuring alignment between leadership and critical initiatives across the organization.

Posted 7/1/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $120,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in program management, strategic planning, and cross-functional collaboration within Customer Success. Proficient in developing actionable insights and frameworks that drive organizational alignment and operational efficiency in a B2B SaaS environment.

Highest-signal resume keywords

Customer Success StrategyProgram ManagementCross-Functional CoordinationData Synthesis and AnalysisStakeholder Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

OKR DevelopmentRoadmap PrioritizationRisk TrackingProject PlanningBusiness Case DevelopmentROI FrameworksStrategic ResearchBenchmarkingAgendas ManagementDecision Logs

Soft Skills

Strategic PartnershipExecutive CommunicationProblem SolvingProactive Risk ManagementAlignment Driving

Certifications & Qualifications

MBA or Equivalent Advanced Degree

Industry Keywords

B2B SaaSCustomer SuccessCybersecuritySecurity AwarenessHigh-Growth SaaS

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Own and drive the CSM annual and quarterly planning process, including OKR development, roadmap prioritization, and executive alignment.
Serve as a strategic partner to CSM leadership, preparing briefings, decision memos, and exec-ready presentations for leadership reviews, QBRs, and board materials.
Identify strategic gaps, risks, and opportunities across the CS organization and develop recommendations for leadership action.
Manage the CSM leadership operating cadence — agendas, follow-ups, decision logs, and cross-functional coordination.
Act as a trusted proxy for CSM leadership in cross-functional forums, representing CS priorities and driving alignment with Product, Sales, Marketing, and Finance.
Own end-to-end program management for strategic CSM initiatives — scoping, planning, resourcing, risk tracking, and delivery.
Develop and maintain program charters, project plans, RAID logs, and stakeholder communication plans.
Drive clarity and accountability across workstreams, ensuring cross-functional owners are aligned and on-track.
Proactively surface blockers and risks to leadership with recommendations for resolution.
Build scalable playbooks and frameworks that operationalize strategic priorities across the CS organization.
Partner with CS Analytics and Finance to synthesize data into strategic insights that inform CS strategy — retention trends, expansion opportunities, health metrics, and customer segment performance.
Develop business cases and ROI frameworks for new CS investments and motions.
Lead strategic research and benchmarking to inform CS best practices and competitive differentiation.
Support the development and iteration of the CS model, including coverage models, segmentation strategy, and engagement frameworks.

Requirements

What you’ll need

5+ years of experience in Customer Success, strategy, consulting, chief of staff, or a related field within a B2B SaaS environment.
Preferred: Prior experience in a Chief of Staff, Strategy & Operations, or CS Strategy role at a high-growth SaaS company.
Preferred: Experience supporting VP or C-suite executives in a fast-paced environment.
Preferred: Background in cybersecurity, security awareness, or adjacent technology markets.
Preferred: MBA or equivalent advanced degree.

Benefits

Comp & perks

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