Role Overview
The Snr. Director, Success Hub & Customer Success (Brazil) serves as the strategic anchor of the Brazil Success Hub. This dual‑purpose leadership role acts as the Hub’s Site Leader and as the Senior Director Customer Management, directly leading a hybrid team of Customer Success Managers centered in São Paulo while maintaining oversight over remote staff throughout Brazil.
Expectations
* Establishment Phase: While the Brazil foundation is built, the role will be on‑site four days per week to foster close collaboration with U.S. department heads.
* Future State: As the operation matures, the model will transition to a permanent hybrid arrangement.
Responsibilities
* National Team Leadership: Direct management of all Brazil‑based CSMs (remote and hybrid), responsible for hiring, onboarding, performance coaching, and long‑term retention.
* Success Hub Stewardship: Act as the lead cultural architect for the São Paulo Success Hub, owning the hybrid strategy and ensuring office days provide maximum value through 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.—ensuring 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, making hub resources and initiatives accessible and inclusive.
* Stakeholder Partnership: Partner with HR, Legal, and Recruiting to navigate the Brazilian talent market, manage the hybrid‑to‑remote hiring ratio, and ensure local labor compliance.
* Strategic Growth: As the site scales toward 150+ employees, identify regional operational needs and resource requirements to support the CCO’s vision.
* Authority to Hire or Fire: Have the authority to hire or fire subordinate employees or to make recommendations affecting their status, with appropriate weight in decision‑making.
* Operational Oversight: Oversee day‑to‑day production and performance of the Brazil CS Team, ensuring alignment with global initiatives.
* Implementation of Performance Frameworks: Oversee the deployment of high‑level performance frameworks across the Hub.
* Organizational Refinement: Partner with Global CS Leadership to refine the Hub’s structure, ensuring clear career paths and succession planning.
* Managerial Mentorship: Directly mentor managers, ensuring they possess the leadership maturity and resources needed to drive high‑performance cultures.
Minimum Qualifications
* BS Degree, Masters Preferred.
* +8 years of experience in Customer Success, Business Development, Operations, or scaling teams.
* Global‑Local Synergy: Collaborate seamlessly with the broader CS culture while honoring local Brazilian nuances.
* Fluent Communication: Professional‑level fluency in Portuguese and English.
* Influence Leadership: Proven ability to drive results through dotted‑line reporting structures.
* Culture Building: Expertise in fostering a cohesive culture across physical (Hub) and virtual environments.
* Regional Expertise: Deep familiarity with Brazilian labor law and São Paulo transportation/commute logistics.
* Platform & Tooling Mastery: Proficient in Salesforce, ChurnZero, G‑Suite, and Gemini for AI‑driven productivity.
* Data Literacy: Ability to interpret customer health data and performance metrics for proactive retention strategies.
* SaaS & Cyber Fluency: Strong grasp of the SaaS subscription model and cybersecurity culture.
* Travel Requirement: Willingness to travel to the U.S. 1–2 times per year and to other global sites as needed.
Benefits
We offer company‑wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses—all within a modern, high‑tech, and fun work environment. For more details about our benefits in each office location, please visit
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
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