Customer Success Team Lead (Tech Touch) (Hybrid) (Fluent in English)

KnowBe4; São Paulo; Hybrid; BRL 180,000 - 240,000; Full time

Benefits offered by this job

Bonuses for sales targets

Employee referral bonuses

Tuition reimbursement

Certification reimbursement

Benefits overview by location

Job summary

KnowBe4 is seeking a Customer Success Team Lead (Tech Touch) in a hybrid São Paulo office. You will manage a team of Customer Success Managers, build strong relationships with customers, and maximize lifetime value by guiding onboarding, adoption, renewals, and expansions.

Fluency in English and Portuguese is required, with a focus on delivering measurable outcomes and value. You will drive performance, develop playbooks, track health metrics, and collaborate with cross-functional teams to scale

Qualifications

• Associate’s Degree or equivalent work experience and education preferred.
• Fluent in English and Portuguese.

Responsibilities

• Take extreme ownership in developing high performing Customer Success teams and successfully manage production.
• Monitor statistics, reporting and dashboards to identify improvements and corrective actions.
• Track and ensure Customer Success teams deliver value, outcomes and alignment to customer objectives.
• Deliver exceptional customer experiences and drive customer health.
• Own the post-sale lifecycle and manage onboarding, renewals and upsell activities.

Skills

English fluency

Portuguese fluency

Customer relationship management

Education

Associate degree or equivalent

Tools

Gmail

Google Docs

MS Office (Word & Excel)

Salesforce or CRM

Job description

Customer Success Team Lead (Tech Touch) (Hybrid) (Fluent in English)

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 Customer Success Team Lead (Tech Touch) is responsible for managing a team of Customer Success Managers whose primary function is building effective relationships with current customers and maximizing the customer lifetime value within the assigned portfolio. This is accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results, and value that exceed customer expectations. With a production demand mindset, the Customer Success Director will take extreme ownership for driving performance and managing the production of the Tech Touch Customer Success team to meet and exceed onboarding targets, renewals, cross-sell opportunities and ARR targets.

Responsibilities

• Take extreme ownership in developing high performing Customer Success teams and successfully manage the daily, weekly, monthly and quarterly production
• Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions and develop the necessary corrective action plans accordingly
• Track, manage and ensure that the Customer Success teams are delivering value, results and outcomes that align to customer objectives
• Track, manage and ensure that the Customer Success teams are delivering exceptional customer experiences
• Track, manage and ensure that the prescribed customer journey and engagement model for customers is seamlessly and consistently adhered to and propose changes to enhance as automation and business drivers evolve
• Ensure that all aspects of the post-sale customer lifecycle are optimally managed
• Track, manage and promote robust customer health and leverage scoring to develop improvement plans that course correct unhealthy customers and avoid customer churn
• Develop and execute playbooks for Customer Success teams
• Deliver key Customer Success outcomes, including reducing time to value by onboarding new customers within 60 days, increasing customer lifetime value through greater customer adoption, retention and satisfaction, and upselling to maximize addressable customer wallet
• Conduct business reviews and report key Customer Success outcomes and metrics to the VP Customer Success and EVP Global Customer Success
• Develop and groom strong customer advocates
• Serve as a trusted advisor to executive level customers, forge relationships and provide insights and recommendations that support their objectives
• Serve as an executive level escalation point for customer issues and assist Customer Success Managers and Renewal Specialists
• Assist in negotiations with customers on opportunities to prevent churn and secure optimal terms
• Enforce pricing strategies that meet the Company’s standards, policies, and procedures
• Own and manage the overall pipeline and the daily, weekly and monthly forecasts for your team and meet regularly with the VP Customer Success and EVP Global Customer Success to review
• Develop and manage OKRs
• Meet and exceed Customer Success monthly onboarding targets and monthly, quarterly and annual sales bookings targets
• Enforce impeccable administration of opportunities in the Company’s CRM
• Promote referrals for new business sales
• Plan, lead and manage the growth, expansion and organizational capacity of the Customer Success Department
• Communicate effectively with your team and Renewal Specialists to ensure that all policies and procedures are well understood
• Work closely with the VP Customer Success to develop and manage Performance Success Plans for CSMs that are underperforming and need improvement
• Develop and groom strong, high performing Customer Success managers
• Promote a practice of continuous learning within CSM
• Forge relationships with other leaders across the Company and promote cross-functional collaboration
• Promote Customer Success within the Company, evangelize customer success stories and celebrate accomplishments
• Provide qualitative and quantitative customer feedback and input to the Product Sector and Courseware Development Sector
• Coordinate and assist Renewal Specialists with customer renewals.
• Take extreme ownership in developing a high performing Customer Success team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets
• Develop and groom strong customer advocates
• Promote referrals for the cross-sell team.
• Communicate effectively with your CSMs to ensure that all policies and procedures are well understood
• Develop and groom strong, high performing CSMs
• Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Minimum Qualifications

• Associate’s Degree or equivalent work experience and education preferred
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Minimum 1 year managing customers within a SaaS subscription model
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM
• Experience delivering customer value, outcomes and results that align with customer objectives
• Strong empathy for customers and passion for driving growth
• Basic understanding of financial and operational levers in a SaaS recurring revenue business model
• Consultative approach with a proven ability to drive value, results and outcomes that align with customer objectives
• Demonstrated ability to drive exceptional customer experiences
• Analytics, process-oriented mindset
• Strong verbal and written communications
• Excellent time management, prioritization and organization skills
• Strong collaborative and team work skills
• Ability to build rapport with customers via phone, email and video conferencing
• Strong critical thinking skills
• High energy with ability to inspire and motivate teams to exceed targets
• Ability to manage and build high performing teams
• Self-motivated with ability to work with minimal supervision
• Fluent in English and Portuguese
• Ability to work a hybrid schedule out of our São Paulo office located in Vila Olímpia

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/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.