Snr. Manager, Revenue Operations (Customer Management) (Remote)

A Manager, Revenue Operations (Customer Management) serves as the strategic engine behind KnowBe4's Post-Sales Go-To-Market machine. They bridge Customer Success, Sales, Marketing, and Product to keep the revenue engine predictable, scalable, and resilient. More than a traditional RevOps analyst, they act as an AI multiplier, (architecting a revenue engine where AI doesn't just assist the team but redefines its capacity) turning chaotic data into actionable insights that influence executive-level decisions.

Responsibilities:

CSM Efficiency, Automation & Workflows

• Design and implement automation for SMB/Tech Touch motions, reducing manual rep effort on low-touch segments.
• Build and maintain standardized CSM/RS playbooks — defining the plays, the triggers, and the systems that surface them in-workflow.
• Partner with CS Enablement to translate process changes into training, documentation, and adoption tracking.
• Identify time drains through rep shadowing and system analysis; prioritize an automation backlog with measurable hours-saved impact.
• Apply AI and agentic tooling wherever it can compress manual work- this team assumes AI-first.

GTM Readiness & Product-to-Market

• Serve as Post-Sales RevOps lead for product launch readiness across SAT A/F upgrades, SAT platform migration, ARM, RTC, and PLG motions.
• Build the launch readiness checklist and operating cadence: system configuration, entitlement changes, pricing/packaging setup, playbook updates, rep training, and support documentation.
• Coordinate cross-functionally with Product, Product Marketing, Enablement, Support, and Sales Ops to make sure post-sales is ready on day one, not week six.
• Own post-launch adoption and consumption tracking, feeding findings back into the playbook and enablement loop.
• Manage migration operations for platform transitions — customer segmentation, sequencing, rep tooling, and exception handling.

 Analytics, Systems & Process

• Build and maintain dashboards and recurring reports on retention, gross/net revenue retention, churn, adoption, and CSM productivity.
• Perform ad hoc analysis on cohort behavior, expansion drivers, and churn root cause.
• Own day-to-day administration and configuration of the CS tech stack (Gainsight or equivalent, Salesforce CS objects, Zendesk).
• Maintain and iterate on customer health scoring — definitions, thresholds, and the data feeding them.
• Design, document, and automate CSM workflows: onboarding handoff, QBR prep, renewal plays, escalation paths, and at-risk triage.
• Ensure data hygiene across accounts, contacts, subscriptions, and lifecycle stages; build the checks that catch problems before reporting does.

AI/Automation Champion

• Proven experience developing, implementing, and iterating AI tools (Gemini, ChatGPT, Claude, or other specialized AI) to drive measurable efficiency gains across RevOps functions and customer-facing processes (process automation, predictive analytics, and automated agents).

Qualifications:

• Bachelor's degree or equivalent work experience
• 5+ years in Revenue Operations, Sales Ops, or BizOps, preferably within a high-growth B2B SaaS environment
• Expert-level knowledge of Salesforce/ Hubspot
• Expert-level knowledge of tools like ZoomInfo, Clay, 6Sense and / or LinkedIn Sales Navigator
• Proficiency with BI tools (Tableau/Looker) and forecasting software (Clari/Gong/BoostUp)
• Hands-on builder mentality — comfortable connecting APIs (e.g., Make.com) and testing new AI tooling
• Ability to analyze complex, multi-system data sets and produce board-ready outputs
• Strong process orientation — builds systems so problems don't recur
• Ability to translate complex operational jargon into clear, executive-level narratives
• Proven track record managing high-stakes projects independently through cross-functional partnerships
• Ability to manage multiple projects in a fast-paced environment; team player who can work autonomously

The base pay for this position ranges from $150,000 - $160,000, which will vary depending on how well an applicant's skills and experience align with the job description listed above.

Application deadline: 9/1/2026.  This is our good-faith estimate of the date the application window is anticipated to close. KnowBe4 reviews applications on a rolling basis and reserves the right to close the application window early if a qualified candidate for the position is identified.