Snr. Manager, Customer Success (SMB) (Hybrid) (Fluent in English)
- Compensation
- Not disclosed
- Location
- São Paulo, Brazil
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 2+ years
- Category
- Customer success
- Posted
Skills
Must have
- 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 management, prioritization and organization skills
- Superior customer service skills
- Strong collaborative and team work skills
- Ability to build rapport with customers via phone, email and video conferencing
- Strong critical thinking skills
- High energy with ability to inspire and motivate teams to exceed targets
- Ability to manage and build high performing teams
- Self-motivated with ability to work with minimal supervision
- Fluent in English and Portuguese
- Ability to work a hybrid schedule out of our São Paulo office located in Vila Olímpia
Full description
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: Glassdoor: https://www.glassdoor.com/Location/KnowBe4-S%C3%A3o-Paulo-Location-EI_IE969384.0,7_IL[…]M_-C1lsxoZq7Cx8IriVE8MkrzuTmnJzqego77RAWZz9sqGt_55BflwYKpQeg
LinkedIn:
The Snr. Manager, Customer Success (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