KnowBe4
CS Strategist & Program Manager (Remote)
Edtech.com's Summary
- Own the Customer Success Manager (CSM) annual and quarterly planning, including OKR development and executive alignment.
- Serve as a strategic partner to CSM leadership and prepare executive-ready presentations and briefings.
- Manage leadership operating cadence, coordinate cross-functional teams, and represent CS priorities in forums with Product, Sales, Marketing, and Finance.
- Lead full lifecycle program management for strategic CSM initiatives, including risk tracking and delivery.
- Develop and maintain program documentation like charters, project plans, and stakeholder communications.
- Partner with CS Analytics and Finance to synthesize data for insights on retention, expansion, and customer segments.
- Build business cases and ROI frameworks for new CS investments and strategies.
- Require 5+ years’ experience in Customer Success, strategy, or related B2B SaaS roles; Chief of Staff or CS Strategy experience preferred.
- Proficiency in program management tools such as Asana, Jira, Monday.com, and presentation tools like PowerPoint and Google Slides.
- Annual salary range is $120,000 to $160,000, depending on experience and skills alignment.
CS Strategist & Program Manager (Remote) Full Description
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. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.
Remote positions open to the US only.
The CS Strategist & Program Manager sits at the intersection of Customer Success strategy and operational execution. This is a high-impact individual contributor role operating at a senior manager level, acting as the connective tissue between CS leadership, cross-functional partners, and the broader business. Serving in a capacity akin to a Chief of Staff meets strategic operator, this role owns the strategic planning rhythm, drives critical CS initiatives from concept through completion, and ensures the right work gets done at the right time. This role requires someone who thrives on ambiguity, moves fast, and translates high-level strategy into concrete execution plans without losing the big picture.
Responsibilities:
Strategic Planning & Chief of Staff Functions
- 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 CS organization and develop recommendations for leadership action.
- Manage the CSM leadership operating cadence â agendas, follow-ups, decision logs, and cross-functional coordination.
- Act as a trusted proxy for CSM leadership in cross-functional forums, representing CS priorities and driving alignment with Product, Sales, Marketing, and Finance.
Program Management & Execution
- Own end-to-end program management for strategic CSM initiatives â 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 CS organization.
CSM Strategy & Insights
- Partner with CS Analytics and Finance to synthesize data into strategic insights that inform CS strategy â retention trends, expansion opportunities, health metrics, and customer segment performance.
- Develop business cases and ROI frameworks for new CS investments and motions.
- Lead strategic research and benchmarking to inform CS best practices and competitive differentiation.
- Support the development and iteration of the CS model, including coverage models, segmentation strategy, and engagement frameworks.
Requirements:
- 5+ years of experience in Customer Success, strategy, consulting, chief of staff, or a related field within a B2B SaaS environment.
- Preferred: Prior experience in a Chief of Staff, Strategy & Operations, or CS Strategy role at a high-growth SaaS company.
- Preferred: Experience supporting VP or C-suite executives in a fast-paced environment.
- Preferred: Background in cybersecurity, security awareness, or adjacent technology markets.
- Preferred: MBA or equivalent advanced degree.
Required Technical & Core Skills:
- Proven ability to manage complex, cross-functional programs from inception to delivery with multiple stakeholders.
- Strong strategic thinking skills â 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.
- Preferred: Familiarity with CS platforms (e.g., Gainsight, Salesforce) and CS metrics (NRR, GRR, NPS, CSAT, time-to-value).
The salary for this position ranges from $120,000-$160,000, which will vary depending on how well an applicant's skills and experience align with the job description listed above.
Application deadline: 7/30/2026. 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.
Our Fantastic Benefits
Note: An applicant assessment and background check may be part of your hiring procedure.
Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.
No recruitment agencies, please.
Similar Jobs
Project Manager II
Western Governors University
🇺🇸 Salt Lake City, UT
Engineering Project Manager
Pennsylvania State University
🇺🇸 Hybrid - University Park, PA
Engineering Project Manager
Pennsylvania State University
🇺🇸 Hybrid - University Park, PA
Engineering Project Manager
Pennsylvania State University
🇺🇸 Hybrid - University Park, PA
Program Manager, Global Impact
Arizona State University
🇺🇸 Hybrid - Phoenix, AZ
