Customer Success Director (SMB) (Hybrid)

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/

Customer Success Director (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 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