Customer Success Manager (Tech Touch) (Hybrid) (Fluent in English)

Brazil·São Paulomid

Customer Success ManagerCustomer

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Quick Summary

Key Responsibilities

Conduct structured client outreach and meetings with pre-defined objectives and clear next steps (targeting dark accounts, stalled setups,

Requirements Summary

Fluent spoken and written English required. Ability to work a hybrid schedule (2 days a week) out of our São Paulo office located in Vila Olímpia (non-negotiable).

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

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→Conduct structured client outreach and meetings with pre-defined objectives and clear next steps (targeting dark accounts, stalled setups, or churn risks)
→Proactively monitor customer health scores and engagement metrics (e.g., login inactivity, campaign execution, and whitelisting) to uncover risks and drive active product usage
→Accelerate customer time-to-value by guiding administrators through account configuration, user uploads, and launching baseline phishing and training campaigns within their initial 60 days
→Utilize digital customer journeys, automated email sequences, and self-help resources to efficiently support clients
→Leverage KnowBe4 assessment tools to enhance the customer journey.
→Coordinate with technical support for technically complex questions.
→Partner with Renewal Specialists who close contract renewals, and identify expansion/upsell leads to pass to Account Managers.
→Maintain accurate, up-to-date call logs, notes, and task progress in ChurnZero and Salesforce.
→Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
→Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers

Requirements

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Fluent spoken and written English required.
Ability to work a hybrid schedule (2 days a week) out of our São Paulo office located in Vila Olímpia (non-negotiable).
At least 1+ years of recent Customer Success experience, with a strong preference for B2B SaaS and Tech Touch / digital CS models
Experience using CRM platforms (Salesforce or similar tools).
Experience with Gmail, Google Docs and MS Office
Proven ability to manage large account volumes and prioritize time effectively under fast-paced conditions
Demonstrated autonomy over your portfolio and the ability to "learn on the fly" through hands-on execution
Ability to draft concise, persuasive client emails and lead meetings with decisive agendas and actionable next steps
Familiarity with standard concepts, practices and procedures within the IT Security Field

What We Offer

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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.