Customer Success Manager (Tech Touch) (Hybrid) (Fluent in English)

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 Customer Success Manager (Tech Touch) is responsible for building effective relationships with current customers and for maximizing the customer lifetime value within the assigned portfolio. This will be 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. The CSM is responsible for assisting new customers in onboarding, customer growth and expansion by identifying upsell opportunities, adoption by promoting frequent use and additional features of products and the renewal process.

Responsibilities:

• Conduct structured client outreach and meetings with pre-defined objectives and clear next steps (targeting dark accounts, stalled setups, or churn risks)
• Proactively monitor customer health scores and engagement metrics (e.g., login inactivity, campaign execution, and whitelisting) to uncover risks and drive active product usage
• Accelerate customer time-to-value by guiding administrators through account configuration, user uploads, and launching baseline phishing and training campaigns within their initial 60 days
• Utilize digital customer journeys, automated email sequences, and self-help resources to efficiently support clients
• Leverage KnowBe4 assessment tools to enhance the customer journey.
• Coordinate with technical support for technically complex questions.
• Partner with Renewal Specialists who close contract renewals, and identify expansion/upsell leads to pass to Account Managers.
• Maintain accurate, up-to-date call logs, notes, and task progress in ChurnZero and Salesforce.
• Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers

Minimum Qualifications:

• Fluent spoken and written English required.
• Ability to work a hybrid schedule (2 days a week) out of our São Paulo office located in Vila Olímpia (non-negotiable).
• At least 1+ years of recent Customer Success experience, with a strong preference for B2B SaaS and Tech Touch / digital CS models
• Experience using CRM platforms (Salesforce or similar tools).
• Experience with Gmail, Google Docs and MS Office
• Proven ability to manage large account volumes and prioritize time effectively under fast-paced conditions
• Demonstrated autonomy over your portfolio and the ability to "learn on the fly" through hands-on execution
• Ability to draft concise, persuasive client emails and lead meetings with decisive agendas and actionable next steps
• Familiarity with standard concepts, practices and procedures within the IT Security Field