KnowBe4
Customer Success Director (Enterprise)
Clearwater, Florida · Director
Sponsorship not specifiedDetected 6 days ago
Agentic AIStatisticsOKRsSalesforceCRMExcelCustomer SuccessCustomer SupportCommunicationCollaborationCritical ThinkingTime ManagementMicrosoft Office
About the role
- 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.
- Clearwater positions open to candidates located in greater Tampa Bay area.
Responsibilities
- Work closely with VP Customer Success to develop and manage personal success plans for Enterprise CSMs that are underperforming and need improvement
- Take extreme ownership in developing a high performing Enterprise Customer Success team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets
- Track, manage, and ensure that your Enterprise Customer Success team is delivering value, results and outcomes that align to customer objectives
- Track, manage and ensure that your Enterprise Customer Success team is delivering exceptional customer experiences
- Develop and groom strong customer advocates
- Develop and manage OKRs
- From a consultative approach, develop a strategy and plan for achieving customer objectives
- Assist team with escalations for technical support
- By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.
- The Customer Success Director (Enterprise) leads the assigned CSM team by establishing and encouraging the desired behaviors they need to be successful in their role, and also by solidifying and recommending processes to support those behaviors.
Requirements
- Experience with Gmail and Google Docs
- Experience with MS Office (Word and Excel)
- Experience with web browsers (Chrome, Internet Explorer, etc.)
- Familiarity with standard concepts, practices and procedures within the IT Security Field
- Experience with Salesforce or other CRM
- Experience delivering customer value, outcomes and results that align with customer objectives
- Experience delivering exceptional customer experiences
- High energy with ability to inspire and motivate teams to exceed targets
- Self-motivated with ability to work with minimal supervision
- Associate's Degree or equivalent work experience and education preferred
- 2+ years managing Enterprise customers within a SaaS subscription model
- 1+ years working with channel partners
- Previous management experience
- Strong empathy for customers and passion for driving growth
- Basic understanding of financial and operational levers in a SaaS recurring revenue business model
- Consultative approach with a proven ability to drive value, results and outcomes that align with customer objectives
Company info
- Track, manage and ensure that the prescribed customer journey and engagement model for Enterprise customers is seamlessly and consistently adhered to
- Assist in negotiations with customers on opportunities to prevent churn and secure optimal terms
- An applicant assessment and background check may be part of your hiring procedure.
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This listing is sourced directly from KnowBe4's careers page and normalized into a canonical job model.