Snr. Director, Success Hub & Customer Success

KnowBe4 is the global leader in Human Risk Management, trusted by over 70,000 organizations worldwide to secure their employees and AI agents for over 15 years. We're pioneering a new era of security. AI-powered since 2016. And market-leading since day one.

Our HRM+  combines continuous risk intelligence, advanced technical defenses, and personalized training to help organizations build strong security cultures. We help organizations understand, measure, and reduce human risk across their entire workforce, defending against, deepfakes, and emerging AI-powered threats.

We believe that protecting organizations from cyberthreats and creating a positive environmental impact go hand in hand. True resilience is collective, it requires us to protect our people, our data, and our planet.

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/

• Establishment Phase: As we build our Brazil foundation, this role will be on-site 4 days per week. This "high-touch" start allows our founding team to co-create our local culture and integrate deeply with US department heads.
• Future State: As the operation matures, we will shift toward our permanent Hybrid Model.

The Snr. Director, Success Hub & Customer Success (Brazil) serves as the strategic anchor of our Brazil Success Hub. This dual-purpose leadership role acts as the Hub’s Site Leader, serving as the cultural and operational architect for all Customer Success Brazil-based functions—including Onboarding, Customer Management Renewals, and Support—and as the Senior Director Customer Management, providing direct leadership over a team of hybrid Customer Success Managers in Brazil. Ultimately, this leader ensures that the São Paulo Hub thrives as a center of collaboration while maintaining high engagement and performance.

This individual will also act as the primary liaison between the United States headquarters and Brazilian governmental authorities, ensuring that local operations remain compliant, high-profile, and seamlessly integrated into the global corporate framework.

The Snr. Director, Success Hub & Customer Success (Brazil) is a foundational leadership role responsible for the growth, culture, and operational success of KnowBe4’spresence in Brazil. This role directly manages the Customer Success Manager (CSM) team, which includes hybrid employees centered around the São Paulo Success Hub and remote employees located throughout Brazil. In addition to direct people management, they serve as the primary "Site Lead," providing cohesive leadership and cultural alignment for all CS functional areas on the ground (Renewals, Services, CSM and Support) through a matrixed reporting structure. This leader ensures that the São Paulo Hub thrives as a center of collaboration while maintaining high engagement and performance for the national remote workforce.

Responsibilities:

• National Team Leadership: Direct management of all Brazil-based CSMs (Remote and Hybrid). Responsible for the full employee lifecycle, from hiring and onboarding to performance coaching and long-term retention.
• Success Hub Stewardship: Act as the lead cultural architect for the São Paulo Success Hub. Own the hybrid strategy, ensuring that office days provide maximum value through in-person collaboration, mentorship, and community building.
• Matrixed Coordination (The "Dotted Line"): Serve as the primary local leader for all CS functions in Brazil (Renewals,  Support, Services, etc.). While these teams report to their respective global SVPs, the Snr. Director, Success Hub & Customer Success ensures local cohesion, cross-functional communication, and a unified "Team Brazil" experience.
• Remote/Hybrid Equity: Develop and execute strategies to bridge the gap between Hub-based and remote employees, ensuring that "Success Hub" resources and cultural initiatives are accessible and inclusive for all Brazil employees. 
• Stakeholder Partnership: Partner with HR, Legal, and Recruiting to navigate the complexities of the Brazilian talent market, including managing the hybrid-to-remote hiring ratio (initially target for 50/50 but in the future could shift more toward hybrid team) and local labor compliance.
• Strategic Growth: As the site scales (with an eventual target of 150+ heads), identify regional operational needs, local market nuances, and resource requirements to support the CCO’s vision for Brazil.
• Authority to hire or fire subordinate employees, or make suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of subordinate employees that are given particular weight.
• Oversee the day-to-day production and performance of the Brazil CS Team, ensuring alignment with Global CS initiatives.
• Oversee the implementation of high-level performance frameworks that Directors execute through their teams. 
• Partner with Global CS Leadership to refine the organizational structure within the Brazil Hub, ensuring clear career pathing and succession planning.
• Direct and mentor the managers, ensuring they possess the leadership maturity and operational resources required to drive high-performance cultures within their respective teams. 

Minimum Qualifications:

• BS Degree, Masters Preferred 
• +8 years of experience in relevant fields Customer Success, Business Development, Operations, Scaling Teams
• Global-Local Synergy: A collaborative team spirit with the ability to act as a seamless extension of the broader CS culture. You must honor local Brazilian nuances while maintaining a "common core" by strictly aligning with global playbooks and processes.
• Fluent Communication: Professional-level fluency in both Portuguese and English.
• Influence Leadership: Proven ability to drive results through "dotted-line" reporting structures and cross-functional partnerships.
• Culture Building: Expertise in fostering a cohesive culture across both physical (São Paulo hub) and virtual environments.
• Regional Expertise: Deep familiarity with Brazilian labor law considerations and the specific transportation/commute logistics of the São Paulo region.
• Platform & Tooling Mastery: Proficiency in managing teams via Salesforce and ChurnZero; expert-level use of G-Suite and Gemini for AI-driven productivity.
• Data Literacy: Ability to interpret customer health data and performance metrics to drive proactive retention strategies and regional growth.
• SaaS & Cyber Fluency: A strong grasp of the SaaS subscription model and the ability to speak confidently about cybersecurity culture and platform adoption.
• Travel Requirement: This role will need to travel to the US periodically, potentially 1-2x per year. Additionally, they would need to travel to other global sites as needed. Frequency will be determined, but it could be 1-2x per year in addition to the US trip(s). 

Our Fantastic Benefits

Note: An applicant assessment and background check may be part of your hiring procedure.

Individuals 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.

No recruitment agencies, please.