KnowBe4

Security awareness training and phishing simulations

Customer Success Team Lead - SMB

Account ManagementConfirmed live in the last 24 hours

Full-timeSão Paulo, State of São Paulo, Brazil

About the Job

Requirements

Associate’s degree or equivalent work experience and education is preferred.
Experience with Gmail and Google Docs.
Experience with Microsoft Office, including Word and Excel.
Experience with web browsers such as Chrome and Internet Explorer.
At least 2 years of experience managing customers within a software-as-a-service subscription model.
Familiarity with standard concepts, practices, and procedures in the IT security field.
Experience with Salesforce or another customer relationship management system.
Experience delivering customer value, outcomes, and results aligned with customer objectives.
Experience delivering exceptional customer experiences.
Strong empathy for customers and a passion for driving growth.
Basic understanding of financial and operational levers in a recurring-revenue software-as-a-service business model.
A consultative approach and demonstrated ability to drive value, results, and outcomes aligned with customer objectives.
Demonstrated ability to drive exceptional customer experiences.
An analytics-oriented and process-oriented mindset.
Strong verbal and written communication skills.
Excellent time management, prioritization, and organizational skills.
Superior customer service skills.
Strong collaboration and teamwork skills.
Ability to build rapport with customers by phone, email, and video conferencing.
Strong critical-thinking skills.
High energy and ability to inspire and motivate teams to exceed targets.
Ability to manage and build high-performing teams.
Self-motivation and ability to work with minimal supervision.
Fluency in English and Portuguese.
Ability to work a hybrid schedule from the São Paulo office in Vila Olímpia.

Responsibilities

Develop high-performing Customer Success teams and manage daily, weekly, monthly, and quarterly production.
Monitor statistics, reports, and dashboards to identify areas for improvement, take corrective action, and develop corrective action plans.
Ensure Customer Success teams deliver value, results, and outcomes aligned with customer objectives.
Ensure Customer Success teams deliver exceptional customer experiences.
Ensure consistent adherence to the prescribed customer journey and engagement model, and propose enhancements as automation and business drivers evolve.
Ensure all aspects of the post-sale customer lifecycle are optimally managed.
Promote customer health and use scoring to develop improvement plans, correct unhealthy customer relationships, and prevent churn.
Develop and execute playbooks for Customer Success teams.
Reduce time to value by onboarding new customers within 60 days, increase customer lifetime value through adoption, retention, and satisfaction, and maximize customer wallet through upselling.
Conduct business reviews and report Customer Success outcomes and metrics to the Vice President of Customer Success and Executive Vice President of Global Customer Success.
Develop and groom customer advocates.
Advise executive-level customers, build 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 customer negotiations to prevent churn and secure optimal terms.
Enforce pricing strategies in accordance with company standards, policies, and procedures.
Own and manage the team’s pipeline and daily, weekly, and monthly forecasts, and review them regularly with the Vice President of Customer Success and Executive Vice President of Global Customer Success.
Develop and manage objectives and key results.
Meet and exceed monthly onboarding targets and monthly, quarterly, and annual sales-booking targets.
Ensure opportunities are administered accurately in the company’s customer relationship management system.
Promote referrals for new business sales and cross-selling.
Plan, lead, and manage the Customer Success Department’s growth, expansion, and organizational capacity.
Communicate policies and procedures clearly to the team and Renewal Specialists.
Work with the Vice President of Customer Success to develop and manage performance success plans for underperforming Customer Success Managers.
Develop high-performing Customer Success Managers and promote continuous learning within the team.
Build relationships with company leaders and promote cross-functional collaboration.
Promote Customer Success across the company, share customer success stories, and recognize accomplishments.
Provide qualitative and quantitative customer feedback to the Product Sector and Courseware Development Sector.
Coordinate with and assist Renewal Specialists on customer renewals.
Make recommendations regarding hiring, firing, promotion, and discipline of subordinate employees; the company gives these recommendations significant weight.

Desired Qualifications

Previous management experience is preferred.

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.

Brazil positions open to candidates located in São Paulo.

Please submit your resume in English.

To learn more about our team and office culture in São Paulo, Brazil, visit the following links.
Careers Page: https://www.knowbe4.com/careers/locations/sao-paulo
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-S%C3%A3o-Paulo-Location-EI_IE969384.0,7_IL[…]M_-C1lsxoZq7Cx8IriVE8MkrzuTmnJzqego77RAWZz9sqGt_55BflwYKpQeg
LinkedIn: https://www.linkedin.com/company/knowbe4/life/brazil/

The Customer Success Team Lead (SMB) 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 Team Lead will take extreme ownership for driving performance and managing the production of the 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
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)
Experience with web browsers (Chrome, Internet Explorer, etc.)
2+ years managing customers within a SaaS subscription model
Previous management experience preferred
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
Experience delivering exceptional customer experiences
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
Superior customer service 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

Our Fantastic Benefits

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.

Requirements at a Glance

Experience Level: Junior, Mid
Education: Associate's

Benefits

Financial Security - 3.5% 401k Matching, Company-wide Monthly Bonuses Up To $2,000 A Month, Employee Referral Bonuses, Employee Stock Purchase Program
Health and Wellness - Fully Paid Medical Insurance, Vision and Dental Plans, FSA (Flexible Spending Account), Free Gym Benefits Through Classpass, Virtual Yoga Classes, Free Fresh Fruit Delivered Weekly
Vacation, Time Off and Leave - Open Paid Time Off, National Holidays, Fully Paid Military Leave
Continuing Education - Tuition Reimbursement Up To $5,250 A Year, Certification Completion Bonuses Up To $10,000 A Year
Remote Work Options
Supporting Families - 8-weeks Fully Paid Parental and Adoption Leave, Breast Milk Shipping for Traveling Parents, Adoption Assistance, Fertility Assistance, Knowster Parents Employee Resource Group
On-site Life Coach

About the Company

KnowBe4

Security awareness training and phishing simulations

KnowBe4 provides a security awareness training and phishing simulation platform designed to reduce human-vulnerability risk from social engineering. It delivers a library of training modules and realistic phishing simulations through a subscription-based service that is built to be user-friendly and scalable for businesses of all sizes. The platform focuses on rapid deployment so IT teams can start in production quickly, often twice as fast as competitors, with a dedicated Customer Success team that handles onboarding without extra consulting hours. Compared to competitors, KnowBe4 combines a large, ready-to-use training library with easy-to-use tooling and fast onboarding to help organizations strengthen their human defenses more efficiently. The company’s goal is to lower security risk by educating employees and testing their responses to phishing and social engineering.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Clearwater, FL
Founded: 2010

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