KnowBe4
Technology
CustomerSuccessManager(TechTouch)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Success Manager (Tech Touch) at KnowBe4. Skills: Customer Success, Customer Relationships, Value Realization. Forge relationships with new customers. Understand customer objectives”
What You'll Achieve.
Maximize customer lifetime value; Deliver great customer experience; Maximize product use; Deliver outcomes exceeding expectations; Deliver results exceeding expectations; Deliver value exceeding expectations; Promote frequent product use; Promote additional product features; Support successful adoption; Drive additional value; Confirm customer satisfaction; Continually drive successful adoption; Lead to greater satisfaction; Lead to greater loyalty; Ensure customers realize greatest value; Assist with customer renewals; Identify cross-sell opportunities; Meet and exceed bookings targets; Meet and exceed quotas
Industry & Context.
What They're Looking For.
Must Have
Associate's Degree or equivalent work experience and education, Experience with Gmail, Experience with Google Docs, Experience with MS Office, Experience with web browsers, Familiarity with IT Security Field, Verbal and written communications, Excellent time management, Excellent organization skills, Superior customer service skills, Ability to work with minimal supervision, Ability to build rapport with customers
Nice to Have
Experience with Salesforce or other CRM
What You'll Do.
Forge relationships with new customers
Understand customer objectives
Develop strategy for customer objectives
Develop plan for customer objectives
Leverage KnowBe4 assessment tools
Enhance customer journey
Manage onboarding process steps
Provide product training
Provide best practice training
Coordinate technical support
Monitor customer usage
Monitor customer adoption
Monitor customer health metrics
Support adoption of KnowBe4 products
Drive value realization
Perform business reviews
Resolve technical issues
Drive product adoption
Drive cross-functional initiatives
Improve customer experience
Increase customer satisfaction
Increase customer loyalty
Ensure customers realize value
Assist with customer renewals
Identify cross-sell opportunities
Meet bookings targets
Exceed bookings targets
Maintain CRM administration
How You'll Work.
Team & Collaboration
Cross-functional initiatives
Communication Scope
Verbal communications; Written communications
Full Job 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. 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: Forge relationships with new customers and understand their objectives From a consultative approach, develop a strategy and plan for achieving customer objectives Leverage KnowBe4 assessment tools to enhance the customer journey Manage the steps of the onboarding process with the customer
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