Customer Success Manager (SMB) (Hybrid) (Fluent in English)

Brazil·São Paulomid

Customer Success ManagerCustomer

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Quick Summary

Key Responsibilities

Forge relationships with new customers, including management and executive stakeholders, and understand their objectives From a consultative approach,

Requirements Summary

Associate’s degree or equivalent work experience and education preferred Familiarity with standard concepts,

Technical Tools

Customer Success ManagerCustomer

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.

Responsibilities

~2 min read

→Forge relationships with new customers, including management and executive stakeholders, and understand their objectives
→From a consultative approach, develop a strategy and plan for achieving customer objectives
→Leverage KnowBe4 assessments
→Manage the steps of the onboarding process with the customer including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities
→Coordinate with technical support for technically complex questions
→Monitor customer usage, adoption, and customer health metrics
→Continually work with customers, including management and executive stakeholders, per prescribed engagement model to support ongoing successful adoption of KnowBe4’s products and to drive additional value throughout the lifetime of the subscription term
→Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
→Conduct periodic strategic engagement reviews with management and executive stakeholders to ensure alignment on customer objectives, industry trends, benchmarking, value delivered, opportunities for additional value, KnowBe4 product updates and overall level of satisfaction
→Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers.
→Leverage new and existing tools, processes and best practices to ensure customers are realizing the greatest possible value from KnowBe4
→Coordinate and assist your Renewal Specialist with customer renewals within your portfolio.
→Coordinate with Account Managers on the Cross-Sell team to ensure add-on/upgrade scenarios are followed up on, as well as referrals for new KnowBe4 products.
→Meet and exceed bookings targets and quotas
→Maintain impeccable administration of your accounts in the Company’s CRM

Requirements

~1 min read

Associate’s degree or equivalent work experience and education preferred
Familiarity with standard concepts, practices and procedures within the IT Security Field
Experience with Salesforce or other CRM
Experience with Microsoft Excel and Word
Experience with Gmail and Google Docs
Experience with web Browsers (Chrome, Internet Explorer, etc.)
IT experience/exposure is a plus
Prior experience as a Customer Success Manager preferred
Excellent verbal and written communications
Superior Customer Service skills
Excellent time management and organization skills
Ability to build a rapport through phone calls, email and video conferencing
Strong collaborative and teamwork skills
Strong negotiation skills
Must be able to work with minimal supervision
Ability to work a hybrid schedule out of our São Paulo office located in Vila Olímpia

What We Offer

~1 min read

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.

No recruitment agencies, please.