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CSM Efficiency, Automation & Workflows:
- Design and implement automation for SMB/Tech Touch motions, reducing manual rep effort.
- Build and maintain standardized CSM/RS playbooks with triggers and systems.
- Identify time drains and prioritize automation backlog with measurable impact.
GTM Readiness & Product-to-Market:
- Serve as Post-Sales RevOps lead for product launch readiness across multiple platforms.
- Build launch readiness checklist and operating cadence with cross-functional teams.
- Own post-launch adoption tracking and feed findings into playbook.
Analytics, Systems & Process:
- Build and maintain dashboards on retention, churn, adoption, and CSM productivity.
- Perform ad hoc analysis on cohort behavior and churn root cause.
- Own administration of CS tech stack (Gainsight, Salesforce, Zendesk) and data hygiene.
KnowBe4
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.