Customer Success Team Lead (SMB) (Hybrid) (Fluent in English)

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 Director 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 manag