Tech Support Coordinator (Remote) (Position located in São Paulo, Brazil) is hiring a Manager, Enterprise Customer Success

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. The Role We are seeking a high-energy, technically grounded Manager of Enterprise Customer Success to lead, coach, and scale our Enterprise CSM team. In this role, you will serve as the core tactical and strategic anchor for your team, stepping in to provide decisive guidance when they face complex customer environments. We want a leader who exhibits extreme ownership and a humble, curious mindset. You know how to dissect your own work, define and tweak operational processes, and hold your team accountable to high-performance standards. You will directly impact our bottom line by driving retention, reducing churn, and actively pushing expansion and upsell motions across our enterprise accounts. What You'll Do (Responsibilities) - Drive Team Production: Take absolute ownership of an Enterprise CSM team, managing daily, weekly, and quarterly production targets to consistently hit and exceed retention and growth metrics. - Own the Expansion Motion: Strategically guide and track the team's expansion initiatives, coaching CSMs on how to identify, navigate, and secure upsell opportunities within the enterprise segment. - Elevate Executive Business Reviews (EBRs): Ensure the team is seamlessly executing high-impact EBRs that align with customer objectives and clearly demonstrate a return on investment (ROI) to executive stakeholders. - Mitigate Churn & Handle Escalations: Act as the senior management escalation point for critical account issues. Dive into complex, technical customer problems and assist the team with contract negotiations to secure optimal retention terms. - Process & Accountability: Continuous review of team performance metrics and dashboards. Tweak, add, or remove operational processes to back up desired team behaviors and eliminate performance roadblocks. - Team Development: Build a highly empowered team culture. Actively manage team performance, create targeted success plans for underperforming assets, and deliver heavily weighted recommendations on hiring, promotions, and discipline. What You'll Need (Qualifications) Required: - Enterprise Leadership: 2 to 5 years of experience in an Enterprise leadership, team lead, or management role within a business-to-business environment. - B2B SaaS Expertise: A solid, proven professional background operating within a B2B SaaS subscription model is strictly required. - Technical Product Depth: A highly technical SaaS background. You must possess the capacity to rapidly learn multi-product ecosystems and guide a technical CS team through complex software environments. - Growth & Retention Metrics: Proven experience tracking and driving metric outcomes across Gross/Net Dollar Retention, Logo Retention, and Expansion/Upsell goals. - Core Behavioral Traits: Exceptional verbal and written communication skills, an intensely curious and approachable nature, and a noticeable level of high energy. Preferred: - Cybersecurity Domain Knowledge: Direct experience or deep familiarity with the Cybersecurity field, corporate security awareness, or security culture development is a massive asset and will serve as a primary differentiator. - Experience with Salesforce (or similar enterprise CRMs) and Google Workspace. The compensation for this position ranges from $110,000-$130,000 including base, bonuses and commissions. Application deadline: 7/12/2026. This is our good-faith estimate of the date the application window is anticipated to close. KnowBe4 reviews applications on a rolling basis and reserves the right to close the application window early if a qualified candidate for the position is identified.