Customer Success Manager (SMB) (Position located in Sao Paulo, Brazil)
The Customer Success Manager (SMB) at KnowBe4 is responsible for building and maintaining strong relationships with small and medium-sized business clients in São Paulo, Brazil. This role focuses on maximizing customer lifetime value by delivering exceptional experiences and ensuring clients achieve their desired outcomes using KnowBe4's products. The position involves working closely with management and executive stakeholders to understand and fulfill customer objectives.
Key responsibilities include managing the onboarding process for new customers, which encompasses account configuration, product training, and initial end-user phishing and training campaigns. The role also involves monitoring customer usage and health metrics, conducting periodic business reviews to confirm satisfaction, and driving successful product adoption. Additionally, the Customer Success Manager will coordinate with technical support for complex issues and collaborate with cross-functional teams to enhance the overall customer experience.
Candidates should possess an associate's degree or equivalent work experience, with familiarity in IT security concepts and practices. Proficiency in Salesforce or other CRM systems, Microsoft Excel and Word, Gmail, and Google Docs is required. Prior experience as a Customer Success Manager is preferred, along with excellent verbal and written communication skills, superior customer service abilities, and strong time management and organizational skills. The ability to build rapport through various communication channels and work collaboratively within a team is essential.
KnowBe4 offers a range of benefits, including company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition and certification reimbursement, and a relaxed dress code. The company fosters a modern, high-tech, and fun work environment, emphasizing continuous professional development and a positive workplace culture.