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.
Remote positions open to candidates located in the United States.
The Director, Customer Success - Process Automation is a strategic individual contributor responsible for bridging the Customer Success and Support organizations with the internal technology and project management teams that power them. Sitting at the intersection of business strategy and systems delivery, this role serves as the primary liaison between the Chief Customer Officer's organization and both the Business Applications (BizApps) and Enterprise Project Management Office (ePMO) teams. The Director translates complex business processes, operational needs, and customer-facing workflows into clear system requirements, actionable Jira projects, and a prioritized capabilities roadmap — with a strong emphasis on workflow automation, AI-enabled customer experiences, and self-service innovation. This role requires equal parts business acumen, technical fluency, and cross-functional influence. May evolve to include direct team leadership as the function grows.
Responsibilities:
Act as the primary point of contact between the Customer Success & Support organization and BizApps and ePMO, ensuring business needs are accurately captured, prioritized, and effectively communicated
Decompose business processes and operational requirements into well-defined system requirements, Jira epics, stories, and tasks that BizApps and ePMO teams can act on with clarity and confidence
Own and maintain the Customer Success, Subscription Renewals & Support capabilities roadmap, working hand-in-hand with BizApps and ePMO to align priorities, resources, and timelines
Identify, scope, and champion opportunities for workflow automation, conversational AI, and AI agent adoption that drive efficiency across Customer Success and Support
Partner with CS and Support leadership to identify process gaps, inefficiencies, and opportunities for system-enabled improvement — including customer self-service, partner engagement, and operational workflows
Drive roadmap prioritization discussions, balancing business impact, technical feasibility, and strategic alignment with the CCO's objectives
Facilitate regular cadences with BizApps and ePMO to review backlog health, sprint progress, and upcoming milestones; establish delivery practices that bring clarity and consistency to cross-functional execution
Translate ambiguous or high-level business requests into structured requirements documentation suitable for technical teams
Monitor delivery of roadmap initiatives and communicate status, risks, and outcomes to CS and Support leadership
Develop and maintain strong working relationships across Customer Success, Customer Support, BizApps, ePMO, and other cross-functional stakeholders including Sales and Finance
Serve as a subject matter expert on the tools, systems, and platforms supporting the Customer organization — including CRM, automation workflows, and AI-enabled solutions
Provide input and recommendations on tooling decisions, platform configurations, and process changes that affect the customer-facing organization
Develop OKRs and success metrics to measure the effectiveness of delivered capabilities against business outcomes
Qualifications:
Bachelor's Degree or equivalent work experience and education preferred
5+ years of leadership experience in cross-functional delivery, business operations, or a related role spanning Customer Success, Support, or Customer Experience within a SaaS company
Demonstrated experience serving as a liaison between business stakeholders and technical delivery teams (BizApps, IT, engineering, or ePMO), with a track record of translating business strategy into executable system requirements
Experience leading or contributing to initiatives involving workflow automation, conversational AI, LLMs, or AI agent technologies — particularly in support, self-service, or customer experience contexts
Hands-on experience with Salesforce (SalesCloud, ServiceCloud, Experience Cloud, eCommerce) adjacent platforms such as Customer Success tooling (e.g., Gainsight, ChurnZero), Zendesk and subscription billing/revenue systems a plus
Experience engaging with a Project Management Office (PMO or ePMO) or working within formal project delivery frameworks
Experience managing or mentoring others in this domain is a plus; the role will likely lead to include managerial responsibilities
Proficiency with Jira or similar project/roadmap management tools; ability to create and manage epics, stories, and backlog items
Ability to establish and evolve delivery governance practices
Strong ability to decompose complex business processes into structured requirements and actionable work items
Exceptional ability to communicate technical concepts to non-technical business stakeholders and business context to technical teams
Consultative approach with a proven ability to influence cross-functional priorities without direct authority
Strong analytical and process-oriented mindset with an eye for operational improvement and measurable outcomes
Self-motivated with the ability to operate with minimal supervision and drive clarity in ambiguous situations
Ability to build trust and rapport across leadership levels and functional teams
The salary for this position ranges from $190,000-$200,000, which will vary depending on how well an applicant's skills and experience align with the job description listed above.
Application deadline: 9/19/2026. 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.
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 . 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 is the global leader in Human Risk Management, trusted by over 70,000 organizations worldwide to secure their employees and AI agents. The company provides HRM+ (Human Risk Management Plus), a comprehensive platform that combines continuous risk intelligence, advanced technical defenses, and personalized training to help organizations build strong security cultures. KnowBe4 helps organizations understand, measure, and reduce human risk across their entire workforce while defending against deepfakes and emerging AI-powered threats. The company has been AI-powered since 2016 and has maintained market leadership since its inception.
