{"id":1193760,"url":"https://alion.io/job/knowbe4-customer-success-team-lead-tech-touch-hybrid-fluent-in-english","title":"Customer Success Team Lead (Tech Touch) (Hybrid) (Fluent in English)","company":{"id":4239,"name":"KnowBe4","domain":"knowbe4.com","url":"https://alion.io/company/knowbe4","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":87,"open_postings":50,"ghost_share":0,"stale_share":0.32,"repost_share":0,"time_to_fill_p50_days":84,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["São Paulo, Brazil"],"countries":["BR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":71000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Gmail","optional":false},{"name":"Google Docs","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-24T15:10:19Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-25T01:47:06Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\n\nBrazil positions open to candidates located in São Paulo.\nPlease submit your resume in English.\nTo learn more about our team and office culture in São Paulo, Brazil, visit the following links. \nCareers Page: https://www.knowbe4.com/careers/locations/sao-paulo\nGlassdoor: https://www.glassdoor.com/Location/KnowBe4-S%C3%A3o-Paulo-Location-EI_IE969384.0,7_IL[…]M_-C1lsxoZq7Cx8IriVE8MkrzuTmnJzqego77RAWZz9sqGt_55BflwYKpQeg\nLinkedIn: https://www.linkedin.com/company/knowbe4/life/brazil/\nThe Customer Success Team Lead (Tech Touch) 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 Tech Touch Customer Success team to meet and exceed onboarding targets, renewals, cross-sell opportunities and ARR targets. \nResponsibilities:\nTake extreme ownership in developing high performing Customer Success teams and successfully manage the daily, weekly, monthly and quarterly production \nMonitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions and develop the necessary corrective action plans accordingly\nTrack, manage and ensure that the Customer Success teams are delivering value, results and outcomes that align to customer objectives\nTrack, manage and ensure that the Customer Success teams are delivering exceptional customer experiences\nTrack, 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 \nEnsure that all aspects of the post-sale customer lifecycle are optimally managed\nTrack, manage and promote robust customer health and leverage scoring to develop improvement plans that course correct unhealthy customers and avoid customer churn\nDevelop and execute playbooks for Customer Success teams\nDeliver 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\nConduct business reviews and report key Customer Success outcomes and metrics to the VP Customer Success and EVP Global Customer Success\nDevelop and groom strong customer advocates \nServe as a trusted advisor to executive level customers, forge relationships and provide insights and recommendations that support their objectives \nServe as an executive level escalation point for customer issues and assist Customer Success Managers and Renewal Specialists\nAssist in negotiations with customers on opportunities to prevent churn and secure optimal terms\nEnforce pricing strategies that meet the Company’s standards, policies, and procedures\nOwn 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\nDevelop and manage OKRs\nMeet and exceed Customer Success monthly onboarding targets and monthly, quarterly and annual sales bookings targets \nEnforce impeccable administration of opportunities in the Company’s CRM\nPromote referrals for new business sales \nPlan, lead and manage the growth, expansion and organizational capacity of the Customer Success Department\nCommunicate effectively with your team and Renewal Specialists to ensure that all policies and procedures are well understood\nWork closely with the VP Customer Success to develop and manage Performance Success Plans for CSMs that are underperforming and need improvement \nDevelop and groom strong, high performing Customer Success managers\nPromote a practice of continuous learning within CSM\nForge relationships with other leaders across the Company and promote cross-functional collaboration\nPromote Customer Success within the Company, evangelize customer success stories and celebrate accomplishments \nProvide qualitative and quantitative customer feedback and input to the Product Sector and Courseware Development Sector\nCoordinate and assist Renewal Specialists with customer renewals.\nTake 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\nDevelop and groom strong customer advocates \nPromote referrals for the cross-sell team.\nCommunicate effectively with your CSMs to ensure that all policies and procedures are well understood\nDevelop and groom strong, high performing CSMs\nProvide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight\nMinimum Qualifications:\nAssociate’s Degree or equivalent work experience and education preferred \nExperience with Gmail and Google Docs\nExperience with MS Office (Word and Excel)\nExperience with web browsers (Chrome, Internet Explorer, etc.)\nMinimum 1 year managing customers within a SaaS subscription model\nPrevious management experience preferred\nFamiliarity with standard concepts, practices and procedures within the IT Security Field\nExperience with Salesforce or other CRM\nExperience delivering customer value, outcomes and results that align with customer objectives\nExperience delivering exceptional customer experiences\nStrong empathy for customers and passion for driving growth\nBasic understanding of financial and operational levers in a SaaS recurring revenue business model\nConsultative approach with a proven ability to drive value, results and outcomes that align with customer objectives\nDemonstrated ability to drive exceptional customer experiences\nAnalytics, process-oriented mindset\nStrong verbal and written communications\nExcellent time management, prioritization and organization skills\nSuperior customer service skills\nStrong collaborative and team work skills\nAbility to build rapport with customers via phone, email and video conferencing\nStrong critical thinking skills\nHigh energy with ability to inspire and motivate teams to exceed targets\nAbility to manage and build high performing teams\nSelf-motivated with ability to work with minimal supervision\nFluent in English and Portuguese \nAbility to work a hybrid schedule out of our São Paulo office located in Vila Olímpia\nOur Fantastic Benefits\nWe offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.\nNote: An applicant assessment and background check may be part of your hiring procedure.\nIndividuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.\nNo recruitment agencies, please.","description_format":"text","description_chars":8476,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[{"language":"Portuguese","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Certification reimbursement","Continuous learning"],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Email Security"],"lifecycle":[{"event":"open","at":"2026-09-24T17:55:30Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":84,"reasons":["conf:0","win:early"],"computed_at":"2026-09-25T01:48:01Z"},"pay":null,"html_url":"https://alion.io/job/knowbe4-customer-success-team-lead-tech-touch-hybrid-fluent-in-english","json_url":"https://alion.io/job/knowbe4-customer-success-team-lead-tech-touch-hybrid-fluent-in-english.json","meta":{"generated_at":"2026-09-25T01:48:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1827,"day_limit":5000,"remaining_today":3173,"minute_limit":60,"resets_at":"2026-09-26T00:00:00Z"}}}