Snr. Director, Success Hub & Customer Success

Brazil·São Pauloexecutive

OtherDirector

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Quick Summary

Key Responsibilities

National Team Leadership: Direct management of all Brazil-based CSMs (Remote and Hybrid). Responsible for the full employee lifecycle,

Technical Tools

OtherDirector

KnowBe4 is the global leader in Human Risk Management, trusted by over 70,000 organizations worldwide to secure their employees and AI agents for over 15 years. We're pioneering a new era of security. AI-powered since 2016. And market-leading since day one.

Our HRM+ combines continuous risk intelligence, advanced technical defenses, and personalized training to help organizations build strong security cultures. We help organizations understand, measure, and reduce human risk across their entire workforce, defending against, deepfakes, and emerging AI-powered threats.

We believe that protecting organizations from cyberthreats and creating a positive environmental impact go hand in hand. True resilience is collective, it requires us to protect our people, our data, and our planet.

Responsibilities

~2 min read

→National Team Leadership: Direct management of all Brazil-based CSMs (Remote and Hybrid). Responsible for the full employee lifecycle, from hiring and onboarding to performance coaching and long-term retention.
→Success Hub Stewardship: Act as the lead cultural architect for the São Paulo Success Hub. Own the hybrid strategy, ensuring that office days provide maximum value through in-person collaboration, mentorship, and community building.
→Matrixed Coordination (The "Dotted Line"): Serve as the primary local leader for all CS functions in Brazil (Renewals, Support, Services, etc.). While these teams report to their respective global SVPs, the Snr. Director, Success Hub & Customer Success ensures local cohesion, cross-functional communication, and a unified "Team Brazil" experience.
→Remote/Hybrid Equity: Develop and execute strategies to bridge the gap between Hub-based and remote employees, ensuring that "Success Hub" resources and cultural initiatives are accessible and inclusive for all Brazil employees.
→Stakeholder Partnership: Partner with HR, Legal, and Recruiting to navigate the complexities of the Brazilian talent market, including managing the hybrid-to-remote hiring ratio (initially target for 50/50 but in the future could shift more toward hybrid team) and local labor compliance.
→Strategic Growth: As the site scales (with an eventual target of 150+ heads), identify regional operational needs, local market nuances, and resource requirements to support the CCO’s vision for Brazil.
→Authority to hire or fire subordinate employees, or make suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of subordinate employees that are given particular weight.
→Oversee the day-to-day production and performance of the Brazil CS Team, ensuring alignment with Global CS initiatives.
→Oversee the implementation of high-level performance frameworks that Directors execute through their teams.
→Partner with Global CS Leadership to refine the organizational structure within the Brazil Hub, ensuring clear career pathing and succession planning.
→Direct and mentor the managers, ensuring they possess the leadership maturity and operational resources required to drive high-performance cultures within their respective teams.

Requirements

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BS Degree, Masters Preferred
+8 years of experience in relevant fields Customer Success, Business Development, Operations, Scaling Teams
Global-Local Synergy: A collaborative team spirit with the ability to act as a seamless extension of the broader CS culture. You must honor local Brazilian nuances while maintaining a "common core" by strictly aligning with global playbooks and processes.
Fluent Communication: Professional-level fluency in both Portuguese and English.
Influence Leadership: Proven ability to drive results through "dotted-line" reporting structures and cross-functional partnerships.
Culture Building: Expertise in fostering a cohesive culture across both physical (São Paulo hub) and virtual environments.
Regional Expertise: Deep familiarity with Brazilian labor law considerations and the specific transportation/commute logistics of the São Paulo region.
Platform & Tooling Mastery: Proficiency in managing teams via Salesforce and ChurnZero; expert-level use of G-Suite and Gemini for AI-driven productivity.
Data Literacy: Ability to interpret customer health data and performance metrics to drive proactive retention strategies and regional growth.
SaaS & Cyber Fluency: A strong grasp of the SaaS subscription model and the ability to speak confidently about cybersecurity culture and platform adoption.
Travel Requirement: This role will need to travel to the US periodically, potentially 1-2x per year. Additionally, they would need to travel to other global sites as needed. Frequency will be determined, but it could be 1-2x per year in addition to the US trip(s).

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.