Customer Success Director

Position:
Customer Success Director (Tech Touch)

Company:
KnowBe4

Location:
Brazil, São Paulo

Employment type:
Not specified

Work Arrangement:
Hybrid

Short Summary:
The Customer Success Director (Tech Touch) is responsible for managing a team of Customer Success Managers to build effective relationships with current customers and maximize customer lifetime value. This role focuses on delivering exceptional customer experiences and driving performance to meet onboarding, renewals, and sales targets.

Responsibilities:
- Take extreme ownership in developing high performing Customer Success teams.
- Monitor statistics and develop corrective action plans.
- Ensure Customer Success teams deliver value and exceptional experiences.
- Manage the post-sale customer lifecycle.
- Develop and execute playbooks for Customer Success teams.
- Conduct business reviews and report key outcomes to executives.
- Serve as a trusted advisor to executive level customers.
- Assist in negotiations to prevent churn.
- Own and manage the overall pipeline and forecasts.
- Promote Customer Success within the Company and celebrate accomplishments.

Requirement:
- Associate’s Degree or equivalent work experience preferred.
- Minimum 1 year managing customers within a SaaS subscription model.
- Previous management experience preferred.
- Familiarity with IT Security Field concepts.
- Experience with Salesforce or other CRM.
- Strong empathy for customers and passion for driving growth.
- Fluent in English and Portuguese.
- Ability to work a hybrid schedule in São Paulo.

Benefits:
- Company-wide bonuses based on monthly sales targets.
- Employee referral bonuses.
- Adoption assistance, tuition reimbursement, and certification reimbursement.
- A modern, high-tech, and fun work environment.