Customer Success Director (Enterprise)
The Customer Success Director (Enterprise) at KnowBe4 is responsible for leading and managing a team of Enterprise Customer Success Managers (CSMs). This role focuses on ensuring that the team delivers exceptional value to customers by aligning product functionalities with client objectives, fostering strong relationships, and driving customer satisfaction. The director plays a pivotal role in developing high-performing teams and implementing processes that support desired behaviors and outcomes.
Key responsibilities include effectively communicating policies and procedures to the Enterprise CSM team, developing success plans for underperforming team members, and monitoring performance metrics to identify areas for improvement. The director is also tasked with ensuring that the team adheres to prescribed customer engagement models, develops strong customer advocates, and manages escalations to prevent churn and secure optimal terms. Additionally, the role involves assisting in negotiations, developing and managing Objectives and Key Results (OKRs), and maintaining accurate account administration within the company's CRM system.
The ideal candidate should possess an associate's degree or equivalent work experience, with at least two years of experience managing Enterprise customers within a SaaS subscription model and one year working with channel partners. Previous management experience is essential, along with familiarity with IT security concepts and practices. Proficiency in tools such as Gmail, Google Docs, MS Office, web browsers, and CRM systems like Salesforce is required. Strong verbal and written communication skills, excellent time management, and a consultative approach to delivering customer value are also critical for success in this role.
KnowBe4 offers a dynamic work environment that emphasizes professional growth and development. Employees benefit from flexible schedules, unlimited earning potential with uncapped commissions, and a supportive company culture that values transparency and teamwork. The organization provides resources such as dedicated career development support, internal training courses, and opportunities for advancement within the company. Additionally, KnowBe4's commitment to employee well-being includes generous paid time off and a range of benefits designed to support work-life balance.