Customer Success Manager (SMB) (Hybrid) (Fluent in English)

São Paulo, Brazil. Posted 6 months ago

The role

The Customer Success Manager (SMB) builds relationships with customers and maximizes customer lifetime value. This role involves onboarding new customers, driving product adoption, and identifying expansion opportunities.

What you will do

Forge relationships with new customers and stakeholders
Develop strategies to achieve customer objectives
Leverage KnowBe4 assessments
Manage onboarding including account configuration and training
Coordinate with technical support for complex questions
Monitor customer usage, adoption, and health metrics
Perform periodic business reviews
Conduct strategic engagement reviews with stakeholders
Drive cross-functional initiatives to improve customer experience
Coordinate with Renewal Specialists and Account Managers

Required qualifications

Familiarity with standard concepts, practices and procedures within the IT Security Field
Experience with Salesforce or other CRM
Experience with Microsoft Excel and Word
Experience with Gmail and Google Docs
Experience with web Browsers (Chrome, Internet Explorer, etc.)
Excellent verbal and written communications
Superior Customer Service skills
Excellent time management and organization skills
Ability to build a rapport through phone calls, email and video conferencing
Strong collaborative and teamwork skills
Strong negotiation skills
Must be able to work with minimal supervision

Nice to have

Associate’s degree or equivalent work experience and education
IT experience/exposure
Prior experience as a Customer Success Manager

Benefits

Company-wide bonuses based on monthly sales targets
Employee referral bonuses
Adoption assistance
Tuition reimbursement
Certification reimbursement
Certification completion bonuses

Before you apply

Please submit your resume in English
An applicant assessment and background check may be part of your hiring procedure

About the company

KnowBe4 is a pioneer of digital workforce security, securing both AI agents and humans. The company provides attack simulation and training, collaboration security, and agent security.