About Coursera Coursera and Udemy are now one company, creating one of the world’s most comprehensive skills development platforms for the AI era. This strengthens our ability to accelerate AI-powered...

Company DescriptionVeza is the pioneer in identity security, purpose-built to answer the fundamental question enterprises face: who can and should take what action on what data. Veza’s Access Graph platform...

Headquarters: United States
URL: https://hospitable.com/careers

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: https://hsptb.com/hndbk

Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: https://hsptb.com/twnhll

Hospitable.com is a remote-only and fully distributed company. We hire based on timezones, not countries.

What you will be working on

As the Customer Advocate Lead, you will lead and empower our US support team to deliver an exceptional customer experience. 

Your first priority will be to hit consistent response times. We have a pretty solid foundation and our passionate team excels at delivering great experiences with our current processes—maintaining an average CSAT of 87%. We’re looking for someone who can take what’s working and make it even better. 

To accomplish this, you will:

• Manage queue distribution in our chat support system and workload across the US support team to maintain target response times and SLAs. We're aiming for a first response time of <5mins for live chat and a total resolution time of 12h.
• Coach and develop team members through regular 1:1s, performance reviews, and real-time feedback.
• Handle technical troubleshooting and empower the team to resolve issues that require strong product and systems knowledge, as well as managing customer escalations and high-priority issues.
• Review and quality check team's support interactions and documentation.
• Train new team members on tools, processes, and product knowledge.
• Regularly work in the queue to stay connected to customer needs and model best practices for the team. You will typically spend 30-40% of your time in the queue.
• You will report to our Director of Support, and work with our other amazing support leads such as Kelly whose favorite fruit is dragon fruit.

Requirements

For this position, we are looking to recruit someone in any of the US time zones. Candidates in countries outside of such time zones will not be considered.

If you're hesitant to apply for this position because you feel that you don't meet this list of qualifications fully, don't worry! We still want to hear from you. 

• Experience in customer support in the SaaS industry, including experience as a team lead or in a senior role.
• Proven track record of managing chat support queues and improving team metrics (response times, customer satisfaction, resolution rates).
• Strong technical aptitude, with proven ability to investigate complex SaaS product issues, work across systems, and partner closely with engineering.
• Experience coaching and developing team members, with strong interpersonal and feedback skills.
• Strong written and verbal communication skills for both customer and internal interactions.
• Ability to balance competing priorities between team management and hands-on support work.
• Very special kudos if you have experience specifically in the short-term rental or property management industry.

Benefits

The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.

• A supportive, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output.
• The total budget for this role is within USD$106,912.00 - $132,675.40 depending on the cost of living in your location. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. This means that the gross salary for US employees could be anywhere between $98,641.60 to $122,412.02 depending on the cost of living in your location.
• We also offer options into the company equity through our $HOST token (RSU's), with a grant value of up to $54,276.30, to share in the long-term upside value of the company.
• Separately, this role is eligible for up to an additional USD$346,104.00 per year in Performance Share Units (PSUs). These PSUs do not vest over time and are granted only upon the achievement of clearly defined business performance targets. The size and payout of this award are directly tied to measurable outcomes and are intended to strongly align compensation with company impact.
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• Complimentary mental health and emotional support with therapists on call through Slack by Spill.
• Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.

To apply: https://weworkremotely.com/remote-jobs/hospitable-customer-advocate-lead-north-america-remote-1

About Tekmetric

Tekmetric is the all-in-one, cloud-based software helping auto repair shops run smarter, grow faster, and serve customers better.

Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.

Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset.

But we’re not just building shop management software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time.

Come build with us. Join the journey. Shape the future of auto repair.

Working the Tekmetric Way

At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together.

We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here.

We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders.

Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you.

At Tekmetric, great work happens anywhere, but great teams are built through intentional connection. We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported.

About the Role

Tekmetric is building the operating system for the modern auto repair shop - and the Onboarding & Professional Services team is how we make that real for every new customer. As Director, Customer Success Operations, you’ll be the operational engine behind a ~70-person team and the systems they use every day.

This is a builder role. In the near term, you’ll own the work directly - running analytics, standing up enablement programs, and designing processes hands-on. Over time, you’ll hire and develop the team around you, starting with an Enablement Manager and a Data Analyst. You’ll report directly to the VP of Onboarding & Professional Services and sit at the intersection of data, tooling, and team performance.

If you love turning messy operational questions into clear answers, and you get energy from building the infrastructure that makes customer-facing teams great, this role is for you.

What You’ll Own

Team Leadership & Development

• Build and lead a CS Operations team over time, starting with two planned hires: an Enablement Manager and a Data Analyst - roles you’ll own directly before hiring into them
• Recruit, develop, and retain top operational talent as the team scales
• Model a culture of clarity, accountability, and continuous improvement

Analytics & Insights

• Own the metrics and reporting layer for the onboarding org - kickoff completion rate, rebook rate, time-to-live, graduation rate, CSAT, and early-churn indicators
• Identify friction points and opportunities through product usage data, Vitally data, and Salesforce reporting
• Surface actionable insights to the VP and team managers on a regular cadence - not just dashboards, but recommendations

Enablement

• Design and run the internal training program for COMs and managers before transitioning ownership to a dedicated Enablement Manager hire
• Ensure the team stays current on product releases, system changes (Vitally, Salesforce, Gong), and process updates
• Partner with cross-functional teams (Product, Support, Training) to translate external changes into internal readiness

Process & Systems

• Own the operational design of the onboarding workflow - from AE-to-COM handoff through the hypercare-to-CS graduation handoff
• Drive adoption and optimization of the CS tech stack, primarily Vitally, Salesforce, and Gong
• Identify and eliminate manual processes; build playbooks, automations, and SOPs that scale
• Partner with internal ops stakeholders on data infrastructure, billing integrations, and tooling decisions

Cross-Functional Partnership

• Serve as an operational partner to the Customer Success (CSM) team - sharing data, insights, playbooks, and process frameworks that support the full post-sale customer journey
• Help ensure continuity between the onboarding handoff and the CS team’s retention motion, surfacing patterns that affect both sides of the customer lifecycle
• Collaborate with CS leadership on shared tooling, reporting, and enablement needs where applicable

Strategic Support

• Serve as a thought partner to the VP on OKR development, capacity planning, and org design
• Help translate business goals into measurable operational programs
• Contribute to cross-functional initiatives with Sales, Customer Success, and Product

What We’re Looking For

• 6+ years in customer success operations, revenue operations, or a related field - ideally in B2B SaaS
• 3+ years managing or leading teams
• Strong analytical chops - you’re comfortable pulling data, building dashboards, and translating numbers into decisions
• Experience designing or owning internal enablement or training programs
• A systems thinker who can map a process end-to-end and spot where things break
• Clear communicator - equally comfortable presenting to the VP and writing a SOP for an individual contributor
• Comfortable doing the IC work first and building the team around you over time - you don’t need a fully staffed org to be effective

Nice to Have

• Experience in a vertical SaaS environment or with SMB customers
• Familiarity with onboarding or professional services motions (not just CS post-onboarding)
• Experience building or managing a customer success platform
• AI tooling experience - using AI to enhance analytics, automate workflows, or support coaching

Why You’ll Love Working With Us

Health & Wellness That Have You Covered:

• Enjoy the flexibility of remote work
• Competitive base salaries that reflect your value.
• Generous Paid Time Off, because we know you do your best work when you’re well-rested.
• Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
• Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
• Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.

Investing in Your Future (and Present):

• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
• Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
• Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
• After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
• Keep growing with support for continuing education - we’re invested in your development.

Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!

Tekmetric is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Tekmetric will never ask for your personal financial or banking information or require any financial commitment as part of our candidate search or application process. No job offers will be made without a formal interview process. All legitimate Tekmetric job postings are listed at tekmetric.com/careers. Recruiter communications come from @tekmetric .com email addresses. Please visit this link for further information Fraudulent Job Offers

At Moxie, we empower ambitious aesthetic entrepreneurs to build profitable, independent practices—without burnout, overwhelm, or guesswork. In just a few years, we’ve grown from an idea to a global, remote-first team now supporting 700+ practices nationwide.

Our purpose is simple: to unlock sustainable success for aesthetic entrepreneurs, at every stage of their journey.

Senior Lead Customer Support

We’re looking for a Senior Lead Customer Support to build and own Moxie’s entire customer support organization — top to bottom. This isn’t a narrow function to inherit; it’s a full-scope build spanning our AI-powered self-service layer, a new frontline support team you’ll build from the ground up, and a clear model for how and when to leverage subject matter experts embedded across the business — all of which need to be unified under one tiered structure and one service standard.

You’ll also be stepping into a strategic ownership role: designing the escalation lattice that connects self-service → frontline support → the right internal expert, owning the department budget, and setting the multi-year vision for a support org that’s competitive with Moxie’s peers. The vision is that no Moxie practice ever has to wonder where to turn. This role exists to build a single front door — one place where any question, from any practice, gets a fast and helpful answer, and where nothing falls through the cracks.

Our objectives for the role

• Own Moxie’s support organization end-to-end — from Tier 0 AI-powered self-service (administered via Intercom/Fin) to a Tier 1 frontline team you’ll develop and lead, through to subject matter experts across the business — unifying all of it under one tiered model and one service standard.

• Design the escalation lattice in partnership with subject matter experts across the company: mapping what gets resolved through AI, what belongs to the core support team, and what escalates to a specialist — either automatically based on question type or after Tier 1 has already engaged. This is one of the most strategic early deliverables of the role.

• Own Tier 2 SLA accountability: Tier 2 subject matter experts are embedded in their functional teams (Engineering, Implementation, etc.) but are accountable to agreed-upon SLAs for response time, resolution, and CSAT. You’ll track compliance, surface trends, and partner with functional managers to address gaps — without owning those teams directly.

• Train a new Tier 1 support team against a documented playbook you build.

• Own and drive Moxie’s core support metrics — CSAT, Tier 0 deflection rate, live chat response time, SLA adherence, and % of tickets resolved without reaching a PSM — establishing baselines, then ramping toward targets that are competitive with Moxie’s peers.

• Build a data-backed, multi-year vision for what “excellent support” looks like at Moxie, becoming the org’s go-to authority and a “voice of the customer” partner to Product, Engineering, Marketing, and Sales.

We’re looking for:

• A track record of building or turning around a customer support organization end-to-end — not just managing an existing team, but designing the operating model itself.

• Experience managing AI-assisted support tooling (e.g., Intercom/Fin or similar) and a clear point of view on where automation should and shouldn’t own the resolution path.

• Experience hiring, training, and managing offshore support teams, ideally including building a Tier 1 function.

• Comfort operating in a dotted-line accountability model — driving SLA compliance and escalation behavior across teams you influence but don’t directly manage.

• Comfort translating support performance into metrics that resonate cross-functionally (CSAT, deflection, SLA adherence, response time).

• A systems-building mindset: someone who’d rather design the right operating model than patch the current one, and who can operate with full autonomy in an early-stage, fast-moving environment.

Why Join Us?

• This is a rare, full-scope build: an entire support organization — AI, concierge, reps, and a brand-new offshore team — yours to design and unify under one standard of excellence, not a function to inherit.

• You’ll be building the single front door for all Moxie practice support — a strategic company priority with real cross-functional reach and direct visibility to senior leadership.

• Real cross-functional reach and a direct, visible line to a strategic company priority: freeing PSMs to focus on strategic practice partnership instead of firefighting.

• Full ownership and autonomy in an early-stage environment moving from startup to scale-up.

At Moxie, we believe in creating a workplace where everyone feels valued, trusted, and included. Our team lives by our values: act as owners, give more than we take, move with speed and care, and simplify and learn every day.

We welcome people of all backgrounds, experiences, and perspectives to apply. If you require any accommodations to fully participate in the interview process, please let us know, we’re happy to assist.

About MonetizeMore

MonetizeMore is a global pioneer in ad technology, powering ad monetization for over 150,000 websites and apps globally. We combine proprietary technology with sophisticated optimization strategies to secure and maximize publisher revenue. We are a 100% remote, culture-first organization driven by four core values: Integrity, Enterprising, Kaizen (Continuous Improvement), and Collaboration. We empower our global team with absolute location autonomy and flexible global schedules. We care about the impact you deliver, not the hours you log on.

About the Role

We are looking for a highly technical, customer-obsessed Lead Solution Engineer to join our global technical operations team.

This is a premier role designed for an engineer who thrives at the intersection of deep technical problem-solving and direct client consultation. While you will support our diverse, global network of premium publishers, you will also serve as the critical technical lead for our rapidly expanding Brazilian market.

You won’t be hiding behind a ticketing system; you will be the face of our technical expertise, working directly with our customers to solve their most complex technical challenges and seamlessly guide them through the adoption of our advanced ad-tech products. Because of this strategic focus, native or professional fluency in Portuguese is required, alongside excellent English communication skills to bridge the gap between our Brazilian customers and our global internal teams.

Core Responsibilities

1. Customer-Facing Problem Solving & Adoption

• Advanced Troubleshooting: Act as the primary technical escalation point for our premium global publishers. Dive deep into code, network traffic, and ad server configurations to diagnose and resolve integration issues.
• Brazilian Market Champion: Serve as the trusted technical partner for our Brazilian customers, leading implementation calls, troubleshooting sessions, and product walkthroughs fluently in Portuguese.
• Technical Onboarding: Lead the end-to-end technical implementation of MonetizeMore’s proprietary tools (like PubGuru and Advanced Ads) for high-value accounts, ensuring customers experience zero downtime and optimal revenue performance from day one.
• Custom Code Solutions: Write and debug custom JavaScript, HTML, and API integrations to adapt our monetization solutions to the unique setups of customer websites and mobile apps.

2. Driving Product Value & Communication

• Strategic Consultations: Partner with global Business Development and Account Management teams to evaluate a customer’s setup, proactively recommending configurations that unlock higher ad revenue.
• The Technical Translator: Translate highly complex ad-tech concepts (e.g., Header Bidding, Open Bidding, Core Web Vitals) into clear, actionable value propositions for non-technical customers and business owners.
• Product Feedback Loop: Act as the bridge between our global clients and internal Product/Engineering teams. Translate real-world customer friction points and feature requests into structured technical requirements to influence our global product roadmap.

Who You Are

• The Customer-Facing Engineer: You have 5+ years of experience in a highly technical, client-facing role (e.g., Solution Engineer, Solutions Architect, Technical Account Manager, or a Support Engineer who works directly with customers).
• Linguistic Capability: You are completely fluent in Portuguese (both written and spoken) and comfortable guiding Brazilian customers through technical solutions, regardless of their technical background. You also possess excellent English skills for internal global collaboration.
• Web Tech Master: You have strong, practical knowledge of front-end web technologies: JavaScript (ES6+), HTML, CSS, and HTTP/Network protocols. You know exactly how to use Chrome DevTools to debug script execution, layout shifts, and page latency.
• Ad Tech Exposure (Highly Preferred): Prior experience with Google Ad Manager (GAM), Prebid.js, Header Bidding, SDK integrations, or Google Publisher Tags (GPT) will make you a standout candidate.
• The Empathetic Problem-Solver: You possess a rare blend of technical curiosity and strong communication skills. You know how to calm a frustrated customer, build trust, and methodically break down a vague bug report into a clear technical fix.

What We Offer

• True Flexibility: Work from anywhere in the world with an autonomous schedule that fits your lifestyle.
• Professional Development: Continuous opportunities for career growth, learning allowances, and direct impact on a fast growing company.

Assessment Requirement: As part of our hiring process, all applicants who pass the resume screening will be required to complete a TestDome assessment. Only candidates who successfully pass the assessment will be invited to proceed to the Culture Fit Interview.

About MonetizeMore

MonetizeMore is a global pioneer in ad technology, powering ad monetization for over 150,000 websites and apps globally. We combine proprietary technology with sophisticated optimization strategies to secure and maximize publisher revenue. We are a 100% remote, culture-first organization driven by four core values: Integrity, Enterprising, Kaizen (Continuous Improvement), and Collaboration. We empower our global team with absolute location autonomy and flexible global schedules. We care about the impact you deliver, not the hours you log on.

About the Role

We are looking for a highly technical, customer-obsessed Lead Solution Engineer to join our global technical operations team.

This is a premier role designed for an engineer who thrives at the intersection of deep technical problem-solving and direct client consultation. While you will support our diverse, global network of premium publishers, you will also serve as the critical technical lead for our rapidly expanding Brazilian market.

You won’t be hiding behind a ticketing system; you will be the face of our technical expertise, working directly with our customers to solve their most complex technical challenges and seamlessly guide them through the adoption of our advanced ad-tech products. Because of this strategic focus, native or professional fluency in Portuguese is required, alongside excellent English communication skills to bridge the gap between our Brazilian customers and our global internal teams.

Core Responsibilities

1. Customer-Facing Problem Solving & Adoption

• Advanced Troubleshooting: Act as the primary technical escalation point for our premium global publishers. Dive deep into code, network traffic, and ad server configurations to diagnose and resolve integration issues.
• Brazilian Market Champion: Serve as the trusted technical partner for our Brazilian customers, leading implementation calls, troubleshooting sessions, and product walkthroughs fluently in Portuguese.
• Technical Onboarding: Lead the end-to-end technical implementation of MonetizeMore’s proprietary tools (like PubGuru and Advanced Ads) for high-value accounts, ensuring customers experience zero downtime and optimal revenue performance from day one.
• Custom Code Solutions: Write and debug custom JavaScript, HTML, and API integrations to adapt our monetization solutions to the unique setups of customer websites and mobile apps.

2. Driving Product Value & Communication

• Strategic Consultations: Partner with global Business Development and Account Management teams to evaluate a customer’s setup, proactively recommending configurations that unlock higher ad revenue.
• The Technical Translator: Translate highly complex ad-tech concepts (e.g., Header Bidding, Open Bidding, Core Web Vitals) into clear, actionable value propositions for non-technical customers and business owners.
• Product Feedback Loop: Act as the bridge between our global clients and internal Product/Engineering teams. Translate real-world customer friction points and feature requests into structured technical requirements to influence our global product roadmap.

Who You Are

• The Customer-Facing Engineer: You have 5+ years of experience in a highly technical, client-facing role (e.g., Solution Engineer, Solutions Architect, Technical Account Manager, or a Support Engineer who works directly with customers).
• Linguistic Capability: You are completely fluent in Portuguese (both written and spoken) and comfortable guiding Brazilian customers through technical solutions, regardless of their technical background. You also possess excellent English skills for internal global collaboration.
• Web Tech Master: You have strong, practical knowledge of front-end web technologies: JavaScript (ES6+), HTML, CSS, and HTTP/Network protocols. You know exactly how to use Chrome DevTools to debug script execution, layout shifts, and page latency.
• Ad Tech Exposure (Highly Preferred): Prior experience with Google Ad Manager (GAM), Prebid.js, Header Bidding, SDK integrations, or Google Publisher Tags (GPT) will make you a standout candidate.
• The Empathetic Problem-Solver: You possess a rare blend of technical curiosity and strong communication skills. You know how to calm a frustrated customer, build trust, and methodically break down a vague bug report into a clear technical fix.

What We Offer

• True Flexibility: Work from anywhere in the world with an autonomous schedule that fits your lifestyle.
• Professional Development: Continuous opportunities for career growth, learning allowances, and direct impact on a fast growing company.

Assessment Requirement: As part of our hiring process, all applicants who pass the resume screening will be required to complete a TestDome assessment. Only candidates who successfully pass the assessment will be invited to proceed to the Culture Fit Interview.

About MonetizeMore

MonetizeMore is a global pioneer in ad technology, powering ad monetization for over 150,000 websites and apps globally. We combine proprietary technology with sophisticated optimization strategies to secure and maximize publisher revenue. We are a 100% remote, culture-first organization driven by four core values: Integrity, Enterprising, Kaizen (Continuous Improvement), and Collaboration. We empower our global team with absolute location autonomy and flexible global schedules. We care about the impact you deliver, not the hours you log on.

About the Role

We are looking for a highly technical, customer-obsessed Lead Solution Engineer to join our global technical operations team.

This is a premier role designed for an engineer who thrives at the intersection of deep technical problem-solving and direct client consultation. While you will support our diverse, global network of premium publishers, you will also serve as the critical technical lead for our rapidly expanding Brazilian market.

You won’t be hiding behind a ticketing system; you will be the face of our technical expertise, working directly with our customers to solve their most complex technical challenges and seamlessly guide them through the adoption of our advanced ad-tech products. Because of this strategic focus, native or professional fluency in Portuguese is required, alongside excellent English communication skills to bridge the gap between our Brazilian customers and our global internal teams.

Core Responsibilities

1. Customer-Facing Problem Solving & Adoption

• Advanced Troubleshooting: Act as the primary technical escalation point for our premium global publishers. Dive deep into code, network traffic, and ad server configurations to diagnose and resolve integration issues.
• Brazilian Market Champion: Serve as the trusted technical partner for our Brazilian customers, leading implementation calls, troubleshooting sessions, and product walkthroughs fluently in Portuguese.
• Technical Onboarding: Lead the end-to-end technical implementation of MonetizeMore’s proprietary tools (like PubGuru and Advanced Ads) for high-value accounts, ensuring customers experience zero downtime and optimal revenue performance from day one.
• Custom Code Solutions: Write and debug custom JavaScript, HTML, and API integrations to adapt our monetization solutions to the unique setups of customer websites and mobile apps.

2. Driving Product Value & Communication

• Strategic Consultations: Partner with global Business Development and Account Management teams to evaluate a customer’s setup, proactively recommending configurations that unlock higher ad revenue.
• The Technical Translator: Translate highly complex ad-tech concepts (e.g., Header Bidding, Open Bidding, Core Web Vitals) into clear, actionable value propositions for non-technical customers and business owners.
• Product Feedback Loop: Act as the bridge between our global clients and internal Product/Engineering teams. Translate real-world customer friction points and feature requests into structured technical requirements to influence our global product roadmap.

Who You Are

• The Customer-Facing Engineer: You have 5+ years of experience in a highly technical, client-facing role (e.g., Solution Engineer, Solutions Architect, Technical Account Manager, or a Support Engineer who works directly with customers).
• Linguistic Capability: You are completely fluent in Portuguese (both written and spoken) and comfortable guiding Brazilian customers through technical solutions, regardless of their technical background. You also possess excellent English skills for internal global collaboration.
• Web Tech Master: You have strong, practical knowledge of front-end web technologies: JavaScript (ES6+), HTML, CSS, and HTTP/Network protocols. You know exactly how to use Chrome DevTools to debug script execution, layout shifts, and page latency.
• Ad Tech Exposure (Highly Preferred): Prior experience with Google Ad Manager (GAM), Prebid.js, Header Bidding, SDK integrations, or Google Publisher Tags (GPT) will make you a standout candidate.
• The Empathetic Problem-Solver: You possess a rare blend of technical curiosity and strong communication skills. You know how to calm a frustrated customer, build trust, and methodically break down a vague bug report into a clear technical fix.

What We Offer

• True Flexibility: Work from anywhere in the world with an autonomous schedule that fits your lifestyle.
• Professional Development: Continuous opportunities for career growth, learning allowances, and direct impact on a fast growing company.

Assessment Requirement: As part of our hiring process, all applicants who pass the resume screening will be required to complete a TestDome assessment. Only candidates who successfully pass the assessment will be invited to proceed to the Culture Fit Interview.

At Moxie, we empower ambitious aesthetic entrepreneurs to build profitable, independent practices—without burnout, overwhelm, or guesswork. In just a few years, we’ve grown from an idea to a global, remote-first team now supporting 700+ practices nationwide.

Our purpose is simple: to unlock sustainable success for aesthetic entrepreneurs, at every stage of their journey.

Senior Lead Customer Support

We’re looking for a Senior Lead Customer Support to build and own Moxie’s entire customer support organization — top to bottom. This isn’t a narrow function to inherit; it’s a full-scope build spanning our AI-powered self-service layer, a new frontline support team you’ll build from the ground up, and a clear model for how and when to leverage subject matter experts embedded across the business — all of which need to be unified under one tiered structure and one service standard.

You’ll also be stepping into a strategic ownership role: designing the escalation lattice that connects self-service → frontline support → the right internal expert, owning the department budget, and setting the multi-year vision for a support org that’s competitive with Moxie’s peers. The vision is that no Moxie practice ever has to wonder where to turn. This role exists to build a single front door — one place where any question, from any practice, gets a fast and helpful answer, and where nothing falls through the cracks.

Our objectives for the role

• Own Moxie’s support organization end-to-end — from Tier 0 AI-powered self-service (administered via Intercom/Fin) to a Tier 1 frontline team you’ll develop and lead, through to subject matter experts across the business — unifying all of it under one tiered model and one service standard.

• Design the escalation lattice in partnership with subject matter experts across the company: mapping what gets resolved through AI, what belongs to the core support team, and what escalates to a specialist — either automatically based on question type or after Tier 1 has already engaged. This is one of the most strategic early deliverables of the role.

• Own Tier 2 SLA accountability: Tier 2 subject matter experts are embedded in their functional teams (Engineering, Implementation, etc.) but are accountable to agreed-upon SLAs for response time, resolution, and CSAT. You’ll track compliance, surface trends, and partner with functional managers to address gaps — without owning those teams directly.

• Train a new Tier 1 support team against a documented playbook you build.

• Own and drive Moxie’s core support metrics — CSAT, Tier 0 deflection rate, live chat response time, SLA adherence, and % of tickets resolved without reaching a PSM — establishing baselines, then ramping toward targets that are competitive with Moxie’s peers.

• Build a data-backed, multi-year vision for what “excellent support” looks like at Moxie, becoming the org’s go-to authority and a “voice of the customer” partner to Product, Engineering, Marketing, and Sales.

We’re looking for:

• A track record of building or turning around a customer support organization end-to-end — not just managing an existing team, but designing the operating model itself.

• Experience managing AI-assisted support tooling (e.g., Intercom/Fin or similar) and a clear point of view on where automation should and shouldn’t own the resolution path.

• Experience hiring, training, and managing offshore support teams, ideally including building a Tier 1 function.

• Comfort operating in a dotted-line accountability model — driving SLA compliance and escalation behavior across teams you influence but don’t directly manage.

• Comfort translating support performance into metrics that resonate cross-functionally (CSAT, deflection, SLA adherence, response time).

• A systems-building mindset: someone who’d rather design the right operating model than patch the current one, and who can operate with full autonomy in an early-stage, fast-moving environment.

Why Join Us?

• This is a rare, full-scope build: an entire support organization — AI, concierge, reps, and a brand-new offshore team — yours to design and unify under one standard of excellence, not a function to inherit.

• You’ll be building the single front door for all Moxie practice support — a strategic company priority with real cross-functional reach and direct visibility to senior leadership.

• Real cross-functional reach and a direct, visible line to a strategic company priority: freeing PSMs to focus on strategic practice partnership instead of firefighting.

• Full ownership and autonomy in an early-stage environment moving from startup to scale-up.

At Moxie, we believe in creating a workplace where everyone feels valued, trusted, and included. Our team lives by our values: act as owners, give more than we take, move with speed and care, and simplify and learn every day.

We welcome people of all backgrounds, experiences, and perspectives to apply. If you require any accommodations to fully participate in the interview process, please let us know, we’re happy to assist.

From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses,...

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

The Customer Success team strives to maximize customer value in service of protecting Toast revenue, while creating raving fans & successful restaurants.

As a Manager of Customer Success, you will hire, develop, coach and manage a team of Customer Success Managers. You take pride in your ability to lead and motivate high-performing professionals to exceed their goals. You bring high levels of empathy, business acumen and technical aptitude. You are solution-oriented with a history of process improvement and change management.

Your team is well versed in all things Toast and all parts of the customer journey. The Regional Mid-Market (RMM) segment operates in a highly cross-functional role responsible for a regionally based book of business, ranging from 16-50 locations.

If you enjoy managing and building a team and are excited about helping restaurants modernize their businesses during these unprecedented times, then this is the role for you!

A day in the life (Responsibilities)

• Manage a team of 8-10 CSMs to provide the best-in-class customer experience while exceeding growth and retention goals.
• Exceed monthly, quarterly, and annual revenue, nps, go live, and product activation/ adoption goals.
• Work closely with cross-functional partners to drive the highest levels of customer success throughout the post-live customer journey.
• Develop and implement innovative ways to work smarter and scale the team.
• Act as a point of escalation for restaurant customer concerns and acute issues.
• Uncover and create opportunities to drive customer growth (revenue, expansion, efficiencies) through regular books of business reviews.
• Manage the use of Salesforce.com and all related applications.
• Work with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, surveys, and more.
• Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment.

What you’ll need to thrive (Requirements)

• 8+ years in customer success or sales
• 2+ years experience successfully leading & managing teams
• Minimum four-year college degree from an accredited institution
• Extensive experience leading large cross-functional initiatives
• Excellent communication, interpersonal and writing skills
• Love for developing people in a high growth environment
• Enthusiastic about technology with demonstrated technical aptitude
• Strong project management skills and an ability to multitask
• Creative, analytical and execution-oriented
• Ability to effectively operate both strategically and tactically
• Hospitality background is a nice to have

AI at Toast

At Toast, one of our company values is that we’re hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.

The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.

Pay Range

$119,000—$190,000 USD

The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.

Pay Range

$104,000—$166,000 USD

The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.

Pay Range

$94,000—$150,000 USD

How Toast Uses AI in its Hiring Process

Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring

Our Approach to Hybrid Working

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast

Diversity, Equity, and Inclusion is Baked into our Recipe for Success

At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.

We Thrive Together

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.

Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.

---—

For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI...

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI...

Join the company that’s building the telemetry infrastructure for the AI era. At Cribl, we partner with IT and Security teams at many of the world’s biggest enterprises, including half...

Headquarters: Remote
URL: http://us haut.ai

About us

Haut.AI is a pioneering BeautyTech startup at the forefront of personalized skincare solutions. We combine scientific research with artificial intelligence to deliver innovative solutions that actually work. Backed by leading European VCs and founded by AI scientists, we operate at the intersection of two explosive growth markets: AI and beauty tech.

We are looking for an experienced and visionary Head of Customer Success to lead, scale, and optimize our Customer Success function. You'll build and lead Customer Success almost from the ground up while personally stewarding our most valuable client relationships.

Job Description

What You'll Do: 

Strategy & Execution

• Design comprehensive Customer Success operations: seamless onboarding, accelerated adoption, predictable renewals, strategic expansion
• Personally manage and expand our most strategic enterprise accounts
• Build automated health-score tracking systems that surface risks before they become problems

Team & Culture

• Recruit, develop, and lead a world-class Customer Success team of 3 people
• Create scalable playbooks, KPIs, and reporting frameworks for client health, NPS, and revenue expansion
• Integrate CRM workflows with product and support systems for seamless customer experiences

Revenue Impact

• Turn client feedback into real intelligence for Product and Sales.
• Drive measurable expansion revenue through strategic account management.
• Prove that great Customer Success makes money — and own that number.
  
  

What Will Help You Thrive in This Role

• 6+ years in Customer Success or Account Management at a SaaS / tech company, with 2+ years leading a team.
• A real track record with enterprise clients — you're comfortable in the room with senior stakeholders.
• You've built top-notch CS processes, playbooks, and best practices before, not just run them.
• Experience automating customer health monitoring and risk detection.
• A hands-on leadership style, you set strategy and roll up your sleeves.
• Exceptional English and genuine executive presence.

Why us?

• Competitive base salary + a clear, transparent bonus structure
• Fully remote, with flexibility across EU time zones
• Paid time off and a company-issued laptop
• A rare chance to build a CS function from the ground up — your fingerprints on everything
• A collaborative, genuinely supportive team that ships
• Direct impact on product and company growth
• Room to grow at the intersection of AI, science, and beauty

About us

Industry-leading AI company specialising in skincare and longevity, offering hyper-personalized tools for the B2B.

To apply: https://weworkremotely.com/remote-jobs/us-haut-ai-head-of-customer-success-saas

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We’re building an AI-native culture where technology and talent are unstoppable together. And we’re just getting started.

Join us to put AI to work for people.

Job Description

Manager, Customer Success

The Manager, Customer Success leads a team of Customer Success Managers accountable for the outcomes of enterprise customers. This leader owns the health, retention posture, and expansion trajectory of the team’s combined portfolio, and develops CSMs into trusted advisors to CISO, CIO, and senior security leadership.

Operating with extreme ownership, this manager sets the standard for how the team engages, brings operational rigor to a complex book, and removes obstacles so CSMs can drive measurable customer value.

This is a people-leadership role. Accountability for the team’s customer outcomes sits here.

Role Scope

• Lead, coach, and develop a team of approximately 6 to 8 Customer Success Managers supporting enterprise risk and security customers.
• Own the aggregate health, renewal posture, and expansion pipeline across the team’s portfolio.
• Serve as the senior point of escalation for at-risk accounts and difficult customer conversations.
• Engage directly with CISO, CIO, and senior security stakeholders alongside CSMs on strategic and recovery accounts.
• Set the cadence, structure, and operating rhythm the team runs on, from account reviews to renewal inspection.
• Partner with Sales, Solutions, Professional Services, Support, and Product leadership to align on customer outcomes.

Core Responsibilities

Team Leadership and Development

• Hire, onboard, and retain a high-performing team of Customer Success Managers.
• Coach CSMs toward a consultative, outcome-driven approach and hold a consistent 1:1 and account-review cadence.
• Set clear performance expectations, give direct feedback, and manage performance with fairness and rigor.
• Build the bench through skill development, stretch assignments, and clear growth paths.

Portfolio Health and Renewal Predictability

• Own the team’s renewal posture with no late-stage surprises, inspecting adoption depth, executive engagement, and realized value as leading indicators.
• Bring objectivity to account health scoring and surface erosion signals early across the book.
• Maintain high forecast accuracy for the team’s renewals and expansion.
• Mobilize cross-functional resources on red and yellow accounts before issues escalate.

Executive Engagement and Value Realization

• Coach CSMs to build trusted-advisor relationships with security and technology executives.
• Ensure every strategic account runs on a governed, multi-year Success Plan tied to measurable business outcomes.
• Join Executive Business Reviews on top accounts and raise the quality bar on how value is framed and quantified.
• Connect platform capabilities to customer priorities such as security posture, regulatory readiness, and operational resilience.

Escalation and Risk Leadership

• Act as the accountable leader when accounts destabilize, driving disciplined recovery strategies.
• Deliver difficult messages, internally and externally, to protect long-term outcomes.
• Partner with Support, Engineering, and Product to resolve systemic issues affecting multiple customers.

Operational Excellence

• Measure team effectiveness through customer health metrics and KPIs, and use the data to direct where the team spends time.
• Establish and improve the playbooks, governance, and tooling the team relies on.
• Drive adoption of Customer Success and CRM tooling for clean, inspectable data.

Cross-Functional Partnership

• Align commercial strategy with Sales leadership to support retention and expansion.
• Partner with Solutions and Professional Services leaders on technical strategy and delivery.
• Champion the voice of the customer to influence product roadmap and go-to-market decisions.
• Foster a one-team approach across the account lifecycle, with shared goals and clear accountability.

Qualifications

Required Experience

• 7 to 10+ years in Customer Success, Technical Account Management, or related customer-facing roles, including 2+ years leading customer-facing teams.
• Demonstrated success building and developing high-performing CSM teams.
• Proven ownership of renewals, expansion, and retention across a portfolio of complex enterprise accounts.
• Strong business and financial acumen, with the ability to connect adoption to ROI.
• Executive-level communication and presence, with the ability to influence CISO and CIO stakeholders.
• Comfort operating in ambiguous, high-stakes, highly matrixed environments.
• Fluency with Customer Success and CRM platforms and a data-driven approach to managing a book.

Nice to Have:

Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required. Relevant exposure may include:

• Identity Governance and Administration
• Privileged Access Management
• Access certifications and User Access Reviews
• Governance, Risk, and Compliance or Integrated Risk Management
• Security operations and vulnerability response
• Compliance initiatives (SOX, ISO, NIST, SOC 2)
• Zero Trust and security transformation programs

Domain expertise can be learned. Leadership and ownership cannot.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

Job Title:Head of Client SuccessPosition Summary:Penn Foster Group is seeking a transformational Head of Client Success to build and scale a modern, strategic client success organization.

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.

Brazil positions open to candidates located in São Paulo.

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 Director (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.

Responsibilities:

• Take extreme ownership in developing high performing Customer Success teams and successfully manage the daily, weekly, monthly and quarterly production
• Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions and develop the necessary corrective action plans accordingly
• Track, manage and ensure that the Customer Success teams are delivering value, results and outcomes that align to customer objectives
• Track, manage and ensure that the Customer Success teams are delivering exceptional customer experiences
• Track, 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
• Ensure that all aspects of the post-sale customer lifecycle are optimally managed
• Track, manage and promote robust customer health and leverage scoring to develop improvement plans that course correct unhealthy customers and avoid customer churn
• Develop and execute playbooks for Customer Success teams
• Deliver 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
• Conduct business reviews and report key Customer Success outcomes and metrics to the VP Customer Success and EVP Global Customer Success
• Develop and groom strong customer advocates
• Serve as a trusted advisor to executive level customers, forge relationships and provide insights and recommendations that support their objectives
• Serve as an executive level escalation point for customer issues and assist Customer Success Managers and Renewal Specialists
• Assist in negotiations with customers on opportunities to prevent churn and secure optimal terms
• Enforce pricing strategies that meet the Company’s standards, policies, and procedures
• Own 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
• Develop and manage OKRs
• Meet and exceed Customer Success monthly onboarding targets and monthly, quarterly and annual sales bookings targets
• Enforce impeccable administration of opportunities in the Company’s CRM
• Promote referrals for new business sales
• Plan, lead and manage the growth, expansion and organizational capacity of the Customer Success Department
• Communicate effectively with your team and Renewal Specialists to ensure that all policies and procedures are well understood
• Work closely with the VP Customer Success to develop and manage Performance Success Plans for CSMs that are underperforming and need improvement
• Develop and groom strong, high performing Customer Success managers
• Promote a practice of continuous learning within CSM
• Forge relationships with other leaders across the Company and promote cross-functional collaboration
• Promote Customer Success within the Company, evangelize customer success stories and celebrate accomplishments
• Provide qualitative and quantitative customer feedback and input to the Product Sector and Courseware Development Sector
• Coordinate and assist Renewal Specialists with customer renewals.
• Take 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
• Develop and groom strong customer advocates
• Promote referrals for the cross-sell team.
• Communicate effectively with your CSMs to ensure that all policies and procedures are well understood
• Develop and groom strong, high performing CSMs
• Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Minimum Qualifications:

• Associate’s Degree or equivalent work experience and education preferred
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Minimum 1 year managing customers within a SaaS subscription model
• Previous management experience preferred
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM
• Experience delivering customer value, outcomes and results that align with customer objectives
• Experience delivering exceptional customer experiences
• Strong empathy for customers and passion for driving growth
• Basic understanding of financial and operational levers in a SaaS recurring revenue business model
• Consultative approach with a proven ability to drive value, results and outcomes that align with customer objectives
• Demonstrated ability to drive exceptional customer experiences
• Analytics, process-oriented mindset
• Strong verbal and written communications
• Excellent time management, prioritization and organization skills
• Superior customer service skills
• Strong collaborative and team work skills
• Ability to build rapport with customers via phone, email and video conferencing
• Strong critical thinking skills
• High energy with ability to inspire and motivate teams to exceed targets
• Ability to manage and build high performing teams
• Self-motivated with ability to work with minimal supervision
• Fluent in English and Portuguese
• Ability to work a hybrid schedule out of our São Paulo office located in Vila Olímpia

Our Fantastic 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 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.

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.

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.

Brazil positions open to candidates located in São Paulo.

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 Director (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.

Responsibilities:

• Take extreme ownership in developing high performing Customer Success teams and successfully manage the daily, weekly, monthly and quarterly production
• Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions and develop the necessary corrective action plans accordingly
• Track, manage and ensure that the Customer Success teams are delivering value, results and outcomes that align to customer objectives
• Track, manage and ensure that the Customer Success teams are delivering exceptional customer experiences
• Track, 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
• Ensure that all aspects of the post-sale customer lifecycle are optimally managed
• Track, manage and promote robust customer health and leverage scoring to develop improvement plans that course correct unhealthy customers and avoid customer churn
• Develop and execute playbooks for Customer Success teams
• Deliver 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
• Conduct business reviews and report key Customer Success outcomes and metrics to the VP Customer Success and EVP Global Customer Success
• Develop and groom strong customer advocates
• Serve as a trusted advisor to executive level customers, forge relationships and provide insights and recommendations that support their objectives
• Serve as an executive level escalation point for customer issues and assist Customer Success Managers and Renewal Specialists
• Assist in negotiations with customers on opportunities to prevent churn and secure optimal terms
• Enforce pricing strategies that meet the Company’s standards, policies, and procedures
• Own 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
• Develop and manage OKRs
• Meet and exceed Customer Success monthly onboarding targets and monthly, quarterly and annual sales bookings targets
• Enforce impeccable administration of opportunities in the Company’s CRM
• Promote referrals for new business sales
• Plan, lead and manage the growth, expansion and organizational capacity of the Customer Success Department
• Communicate effectively with your team and Renewal Specialists to ensure that all policies and procedures are well understood
• Work closely with the VP Customer Success to develop and manage Performance Success Plans for CSMs that are underperforming and need improvement
• Develop and groom strong, high performing Customer Success managers
• Promote a practice of continuous learning within CSM
• Forge relationships with other leaders across the Company and promote cross-functional collaboration
• Promote Customer Success within the Company, evangelize customer success stories and celebrate accomplishments
• Provide qualitative and quantitative customer feedback and input to the Product Sector and Courseware Development Sector
• Coordinate and assist Renewal Specialists with customer renewals.
• Take 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
• Develop and groom strong customer advocates
• Promote referrals for the cross-sell team.
• Communicate effectively with your CSMs to ensure that all policies and procedures are well understood
• Develop and groom strong, high performing CSMs
• Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Minimum Qualifications:

• Associate’s Degree or equivalent work experience and education preferred
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Minimum 1 year managing customers within a SaaS subscription model
• Previous management experience preferred
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM
• Experience delivering customer value, outcomes and results that align with customer objectives
• Experience delivering exceptional customer experiences
• Strong empathy for customers and passion for driving growth
• Basic understanding of financial and operational levers in a SaaS recurring revenue business model
• Consultative approach with a proven ability to drive value, results and outcomes that align with customer objectives
• Demonstrated ability to drive exceptional customer experiences
• Analytics, process-oriented mindset
• Strong verbal and written communications
• Excellent time management, prioritization and organization skills
• Superior customer service skills
• Strong collaborative and team work skills
• Ability to build rapport with customers via phone, email and video conferencing
• Strong critical thinking skills
• High energy with ability to inspire and motivate teams to exceed targets
• Ability to manage and build high performing teams
• Self-motivated with ability to work with minimal supervision
• Fluent in English and Portuguese
• Ability to work a hybrid schedule out of our São Paulo office located in Vila Olímpia

Our Fantastic 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 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.

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.

Join the Aventus Team! We are Aventus — a boutique customer experience BPO in Charleston, South Carolina, with over 10 years of providing omnichannel support to 100+ amazing clients and partners in the e-commerce industry.