Manager, Revenue Operations (Customer Services)

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.

The Manager of Revenue Operations (Customer Services) serves as the strategic engine behind KnowBe4 's Post-Sales Go-To-Market machine. They bridge Customer Services, Customer Management, and Customer Support with Sales, Marketing, and Product to ensure the end-to-end service delivery engine is predictable, scalable, and resilient. Sitting at the intersection of process, data, and execution, they partner with Global Customer Services leadership to transform operational execution across the Onboarding, Professional Services, and Technical Account Management functions. By gathering requirements, designing processes for scale, and implementing them in core systems, they deliver the operational reporting and performance metrics needed to manage the business and drive impactful customer outcomes.
Responsibilities:
Onboarding Optimization & Standardization

- Review the SMB and Mid-Market onboarding process end to end, identifying friction points that delay activation and opportunities to improve efficiency.

- Partner with Onboarding leadership and subject matter experts to gather requirements and globally standardize the onboarding motion and customer experience.

- Integrate the onboarding motion across Global Customer Services and Customer Success, ensuring clean handoffs and full visibility across functions.

- Act as the key liaison to IT to implement new processes and workflows across core systems of record (Salesforce, PSA, Zendesk, and others).

- Define, track, and report on operational metrics including attach rate, time-to-value (TTL/TTV), throughput, utilization, and adoption and retention impact.

Professional Services Delivery & Lifecycle Management

- Support the design, packaging, and pricing of new Professional Services offerings in partnership with Product, Operations, IT, and Finance.

- Build the operational processes to launch new offerings, from requirements and design through deployment and ongoing performance measurement.

- Own the systems that manage the full services delivery and quote-to-cash lifecycle — from pipeline and deal closure through delivery, billing, and revenue recognition.

- Provide performance metrics across project backlog, execution, resource and capacity management, utilization, bookings, and project margin.

Technical Account Management Enablement

- Support the design, packaging, and pricing of the Technical Account Management offering in partnership with Product, Operations, IT, and Finance.

- Build the operational processes to launch new TAM offerings, from requirements through deployment and measurement.

- Track customer engagement activity and key milestone completions (e.g., health checks, QBRs) to measure productivity and engagement.

- Collaborate with TAM leadership, Product, and IT to develop Technical Health scoring that enables proactive risk mitigation.

Business Reviews & Continuous Improvement

- Leverage operational reporting and metrics to deliver monthly and quarterly business reviews across all Customer Services functions.

- Surface insights and recommendations that drive measurable improvements in efficiency and operational execution.

Qualifications:

- Bachelor's degree or equivalent work experience

- 5 - 8+ years in Services Operations or Customer Success at a SaaS/AI company, or a related analytical/operations ro