Customer Success Manager (Tech Touch) (Position located in Brazil) at Knowbe4

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. 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: [Upgrade to PRO to see link] Glassdoor: [Upgrade to PRO to see link][…]M_-C1lsxoZq7Cx8IriVE8MkrzuTmnJzqego77RAWZz9sqGt_55BflwYKpQeg LinkedIn: [Upgrade to PRO to see link] The Customer Success Manager is responsible for building effective relationships with current customers and for maximizing the customer lifetime value within the assigned portfolio. This will be 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. The CSM is responsible for assisting new customers in onboarding, customer growth and expansion by identifying upsell opportunities, adoption by promoting frequent use and additional features of products and the renewal process. Responsibilities: • Forge relationships with new customers and understand their objectives • From a consultative approach, develop a strategy and plan for achieving customer objectives • Leverage KnowBe4 assessment tools to enhance the customer journey • 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 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 • 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 • Identify cross-sell opportunities for customer growth • Meet and exceed bookings targets and quotas • Maintain impeccable administration of your accounts in the Company’s CRM 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.) • Experience with Salesforce or other CRM preferred • Familiarity with standard concepts, practices and procedures within the IT Security Field • Strong verbal and written communications • Excellent time management and organization skills • Superior customer service skills • Strong collaborative and team work skills • Ability to work with minimal supervision • Ability to build rapport with customers via phone, email and video conferencing Our Fantastic Benefits 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. Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation. No recruitment agencies, please.