Customer Success Manager – Enterprise

KnowBe4

Customer Success Manager responsible for building relationships and maximizing value for KnowBe4's security platform clients. Managing onboarding, renewals, and growth through consultative strategies.

Posted 7/23/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $84,000 - $94,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing enterprise accounts and developing customer success strategies, with a focus on IT security and customer engagement. Proficient in leveraging tools and metrics to enhance customer satisfaction and drive product adoption.

Highest-signal resume keywords

Customer Success ManagementAccount Management with Complex IT SystemsSACP CertificationSalesforce CRM ExperienceExcellent Verbal and Written Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ConfigurationSecurity Awareness Program ManagementCustomer Health Metrics MonitoringChange Management ActivitiesIT Security Concepts Familiarity

Soft Skills

Superior Customer Service SkillsStrong Negotiation SkillsExcellent Time ManagementStrong Collaborative SkillsAbility to Build Rapport

Tools & Technologies

SalesforceMicrosoft ExcelMicrosoft WordGmailGoogle DocsWeb Browsers

Certifications & Qualifications

SACP Certification

Industry Keywords

IT SecurityCustomer EngagementEnterprise AccountsCustomer SatisfactionCross-Functional Initiatives

About the role

Key responsibilities & impact

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, based on alignment with executive goals and expectations
Maintain a high level of professionalism in the handling and managing of enterprise accounts
Leverage KnowBe4 assessments such as ASAP for program design and SAPA and SCS to increase the proficiency and security culture of the organization
Manage the steps of the onboarding process with the customer including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities
Coordinate with technical support for technically complex questions
Monitor customer usage, adoption, and customer health metrics
Continually work with customers, including management and executive stakeholders, per prescribed engagement model to support ongoing successful adoption of KnowBe4’s products and to drive additional value throughout the lifetime of the subscription term
Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
Conduct periodic strategic engagement reviews with management and executive stakeholders to ensure alignment on customer objectives, industry trends, benchmarking, value delivered, opportunities for additional value, KnowBe4 product updates and overall level of satisfaction
Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers.
Leverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from KnowBe4
Coordinate and assist your Renewal Specialist with customer renewals
Do discovery on opportunities for add-ons and upgrades, and initiate interest in new KnowBe4 products
Coordinate with Account Managers on the Cross-Sell team to ensure add-on/upgrade scenarios are followed up on, as well as referrals for new KnowBe4 products
Meet and exceed targets for performance metrics
Maintain impeccable administration of your accounts in the Company’s CRM

Requirements

What you’ll need

Associate’s Degree or equivalent work experience and education preferred
Experience managing accounts with complex IT systems
Experience managing accounts with 1000+ employees
Experience in communicating with high level executives in enterprise level accounts and maintaining presence and composure
Familiarity with standard concepts, practices and procedures within the IT Security Field
Experience with Salesforce or other CRM
Experience with Microsoft Excel and Word
Experience with 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 communications
Superior Customer Service skills
Excellent time management and organization skills
Ability to build a rapport through phone calls,email and video conferencing
Strong collaborative and teamwork skills
Strong negotiation skills
Must be able to work with minimal supervision

Benefits

Comp & perks

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