Customer Success Director

Responsibilities

• Lead an Enterprise Customer Success team to drive performance and manage daily, weekly, monthly, and quarterly production.
• Ensure the team delivers measurable value, results, and outcomes that align with customer objectives.
• Monitor statistics, reporting, and dashboards to identify areas for improvement and implement corrective actions.
• Manage the customer journey and engagement model to ensure seamless and consistent experiences for Enterprise clients.
• Serve as a management escalation point for customer issues and assist CSMs with technical support escalations.
• Assist in negotiations to prevent churn and secure optimal terms for customer renewals.
• Develop and manage OKRs and enforce impeccable administration of accounts within the company CRM.
• Partner with the VP of Customer Success to develop performance improvement plans for team members.

Requirements

• 2+ years of experience managing Enterprise customers within a SaaS subscription model.
• Previous management experience leading high-performing teams.
• 1+ years of experience working with channel partners.
• Proficiency with Salesforce or other CRM platforms.
• Familiarity with standard concepts, practices, and procedures within the IT Security field.
• Proficiency in Google Docs, Gmail, and MS Office (Word and Excel).
• Strong analytical, process-oriented, and critical thinking skills.
• Excellent verbal and written communication skills with the ability to build rapport via phone, email, and video.

Benefits

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

About the Company

KnowBe4 is the pioneer of digital workforce security, empowering more than 70,000 organizations worldwide to make smarter security decisions. The KnowBe4 Platform provides attack simulation, training, and collaboration security powered by AI-driven defense agents and proprietary risk scoring to combat advanced social engineering and modern digital threats.