Director, SMB Renewal & Growth

KnowBe4, Inc.; Clearwater (FL); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Monthly bonuses

Referral bonuses

Adoption assistance

Tuition reimbursement

Certification reimbursement

Job summary

KnowBe4 is seeking a Renewal Specialist Director (SMB) to coordinate with SMB CSMs and customers, providing pricing quotes for renewals and driving closures. This role emphasizes ownership, performance, and leading the CS SMB Renewal Specialist team to meet targets.

You will manage pipelines, negotiate terms, monitor dashboards, and coach a high-performing team while aligning with company pricing standards and growth objectives.

Qualifications

• Associate’s Degree preferred.
• Experience with Gmail and Google Docs.
• Experience with MS Office (Word and Excel).
• 2+ years sales experience.
• 2+ years managing customers within a SaaS subscription model.
• Familiarity with IT security concepts.
• Experience with Salesforce or other CRM preferred.
• Strong empathy for customers and passion for growth.
• Understanding of financial/operational levers in SaaS.
• Strong verbal and written communications.
• Excellent time management, prioritization and organization.
• Strong collaborative and teamwork skills.
• Ability to build rapport via phone, email and video.

Responsibilities

• Manage opportunities within the customer portfolio and research health/status.
• Coordinate with SMB CSMs on renewals, add-ons and upsells to maximize bookings.
• Conduct discovery with customers and handle objections to close opportunities.
• Negotiate terms to prevent churn and optimize deals.
• Apply pricing strategies aligned with company policies.
• Manage 30/60/90 day opportunity pipeline and forecasts.
• Meet and exceed booking targets and quotas.
• Maintain CRM administration for opportunities.
• Develop and coach CS SMB Renewal Specialist team.
• Monitor dashboards to identify improvement areas.
• Serve as escalation point and assist with tags.
• Develop and manage OKRs.
• Promote referrals for new business.
• Communicate policies clearly with the team.
• Collaborate with VP to coach underperformers.

Skills

Sales experience

Customer management

Empathy

Communication

Time management

Collaboration

Rapport building

Education

Associate’s Degree preferred

Tools

Gmail

Google Docs

MS Office (Word, Excel)

Salesforce

CRM

Job description

KnowBe4 is seeking a Renewal Specialist Director (SMB) to coordinate with SMB CSMs and customers, providing pricing quotes for renewals and driving closures. This role emphasizes ownership, performance, and leading the CS SMB Renewal Specialist team to meet targets.

You will manage pipelines, negotiate terms, monitor dashboards, and coach a high-performing team while aligning with company pricing standards and growth objectives.