Note: The job is a remote job and is open to candidates in USA. KnowBe4 empowers the modern workforce to make smarter security decisions every day. The CSM Strategist & Program Manager plays a crucial role in bridging Customer Success strategy with operational execution, managing strategic initiatives, and ensuring alignment across various teams.
Responsibilities
- Own and drive the CSM annual and quarterly planning process, including OKR development, roadmap prioritization, and executive alignment
- Serve as a strategic partner to CSM leadership, preparing briefings, decision memos, and exec-ready presentations for leadership reviews, QBRs, and board materials
- Identify strategic gaps, risks, and opportunities across the CSM organization and develop recommendations for leadership action
- Manage the CSM leadership operating cadence — agendas, follow-ups, decision logs, and cross-functional coordination
- Act as a trusted proxy for CSM leadership in cross-functional forums, representing CSM priorities and driving alignment with Product, Sales, Marketing, and Finance
- Own end-to-end program management for strategic CSM initiatives — scoping, planning, resourcing, risk tracking, and delivery
- Develop and maintain program charters, project plans, RAID logs, and stakeholder communication plans
- Drive clarity and accountability across workstreams, ensuring cross-functional owners are aligned and on-track
- Proactively surface blockers and risks to leadership with recommendations for resolution
- Build scalable playbooks and frameworks that operationalize strategic priorities across the CSM organization
- Partner with CSM Analytics and Finance to synthesize data into strategic insights that inform CSM strategy — retention trends, expansion opportunities, health metrics, and customer segment performance
- Develop business cases and ROI frameworks for new CSM investments and motions
- Lead strategic research and benchmarking to inform CSM best practices and competitive differentiation
- Support the development and iteration of the CSM model, including coverage models, segmentation strategy, and engagement frameworks
Skills
- 5+ years of experience in Customer Success, strategy, consulting, chief of staff, or a related field within a B2B SaaS environment
- Proven ability to manage complex, cross-functional programs from inception to delivery with multiple stakeholders
- Strong strategic thinking skills — comfortable working with ambiguous problems and translating them into clear frameworks, recommendations, and execution plans
- Exceptional written and verbal communication skills, including the ability to craft exec-ready narratives and presentations
- High degree of ownership and bias to action; ability to drive projects forward autonomously
- Proficiency with program management tools (e.g., Asana, Jira, Monday.com) and presentation tools (PowerPoint, Google Slides)
- Ability to synthesize quantitative and qualitative data into actionable insights
- Prior experience in a Chief of Staff, Strategy & Operations, or CSM Strategy role at a high-growth SaaS company
- Experience supporting VP or C-suite executives in a fast-paced environment
- Background in cybersecurity, security awareness, or adjacent technology markets
- MBA or equivalent advanced degree
- Familiarity with CSM platforms (e.g., Gainsight, Salesforce) and CS metrics (NRR, GRR, NPS, CSAT, time-to-value)
Benefits
- Company-wide bonuses based on monthly sales targets
- Employee referral bonuses
- Adoption assistance
- Tuition reimbursement
- Certification reimbursement
- Certification completion bonuses
Company Overview