Renewal Specialist Manager (TT/SMB) (Position located in Leeds or London, England)
Job Overview
About KnowBe4
Join the cybersecurity company that puts security first; literally and without compromise. At KnowBe4, our AI-driven Human Risk Management platform empowers over 70,000 organizations worldwide to strengthen their security culture and transform their workforce from their biggest vulnerability into their strongest security asset. As the undisputed industry standard with unusually high customer retention rates and recognition as a Leader by G2 and TrustRadius, we're not just providing security awareness training - we're redefining what it means to be a trusted security partner in an increasingly complex threat landscape.
Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.
Careers Page: https://www.knowbe4.com/careers/locations/york
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-York-Location-EI_IE969384.0,7_IL.8,12_IC3297365.htm
LinkedIn: https://www.linkedin.com/company/knowbe4/life/uk/
The Renewal Specialist Manager (TT/SMB) (EMEA) oversees the renewals TT/SMB team for EMEA, managing global team members and processes for TT/SMB customers KnowBe4 within EMEA, reporting into the Snr. Renewals Specialist Director (EMEA). They ensure timely renewals and maintain retention rates. Acting as a knowledge base and escalation point for commercial, contractual, and process issues, churn reviews and forecasts, providing insights to senior leadership. They guide Renewal Specialists, create best practices, and deliver training across teams.
Responsibilities:
- Managing the TT/SMB EMEA renewals team, including Global team members, book of business, reporting, and processes.
- Drive processes for Renewal Specialist teams to coordinate with CSMs to strategize on renewals and applicable upsells for their customers to maximize bookings
- Support pricing strategies that meet the Company’s standards, policies, and procedures
- Required to work with the global sales team and channel network to ensure we are quoting renewals on time and retaining existing business, managing the 90-day renewals pipeline, and maintaining a company-set target retention rate.
- Dependable knowledge base and point of escalation for all topics Commercial, Contractual, or Process relating to Retaining and Renewing Customers.
- Participate in regular Churn QBRs, Forecasts, and talks with Snr. Renewals Specialist Director (EMEA) and SVP Global Renewals and customer-facing teams to deliver insights on Product churn, highlighting potential customer/market trends to develop business strategies and improve product development and CS enablement.
- Required to create and own best practices within Renewals and deliver enablement to Renewals, Account Services, Channel, Legal, and Finance teams, with a specialty in delivering CPQ/Licensing training. CPQ, Licensing, Cloud Framework, and MSA Specialist.
- Attend Customer Account Reviews/Health checks alongside Account Services as the expert on Renewal commercials, Risk Mitigation, and Contract Negotiations when required, with a specialty in TT/SMB Business.
- Responsible for creating and improving company Dashboards and Reports on all topics of Retention, Risk, and Renewals Pipeline.
- Manage weekly pipeline reviews with Renewal Specialists and meet regularly with Snr. Renewals Specialist Director (EMEA) to strategize and review
- Streamline and enhance existing CRM processes to improve Renewals' best practices and support Sales Operations and Enablement.
- Develop and groom a high performing Renewal Specialist team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets
- Develop and manage Personal Success Plans for Renewal Specialists that are underperforming and need improvement
- Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight
Minimum Qualifications:
- A university graduate (any discipline) with some exposure to customer environments in past work experience.
- 3+ years’ experience as a people manager within a Sales, Finance, Renewals, Operations, or relevant role.
- Renewal experience preferred.
- Interested in IT and emerging technologies.
- High level of administrative skills.
- Good at building customer relationships.
- Self-motivated, reliable, and able to work on own initiative and in a team.
- First-class communication skills, written and oral, are essential.
- Computer literate - able to produce letters, e-mails, and reports.
- Positive, self-motivated, and proactive.
- Energetic, enthusiastic, and target motivated.
- Drive and initiative
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.