Snr. Manager, Customer Success (SMB) (Hybrid) (Fluent in English)

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: 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/ 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 • 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 chur