Customer Success Manager (Tech Touch) (Position located in Brazil)
The Customer Success Manager (Tech Touch) at KnowBe4 is responsible for building effective relationships with current customers and maximizing their lifetime value within the assigned portfolio. This role focuses on delivering an exceptional customer experience by ensuring the optimal use of KnowBe4's products and exceeding customer expectations. The position is based in São Paulo, Brazil, and involves working closely with the Customer Success team to support the company's mission of enhancing security awareness and reducing human risk.
Key responsibilities include forging relationships with new customers to understand their objectives and developing strategic plans to achieve these goals. The CSM will manage the onboarding process, including account configuration, product training, and initial end-user phishing and training campaigns. Additionally, the role involves monitoring customer usage and health metrics, coordinating with technical support for complex issues, and conducting periodic business reviews to ensure customer satisfaction and drive successful product adoption.
The ideal candidate should possess an Associate’s Degree or equivalent work experience, with familiarity in IT security concepts and practices. Proficiency in Gmail, Google Docs, MS Office (Word and Excel), and web browsers is required, along with experience using Salesforce or other CRM systems. Strong verbal and written communication skills, excellent time management, superior customer service abilities, and the capacity to work collaboratively with minimal supervision are essential for success in this role.
KnowBe4 offers a range of benefits, including company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and completion bonuses. The company fosters a modern, high-tech, and fun work environment, emphasizing continuous professional development and a positive workplace culture.