Snr. Analyst, Revenue Operations (Customer Management)

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.

A Snr. Analyst, 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

- Prof