Director of Customer Service Process Automation (Remote)

At KnowBe4, a Most Loved Workplace® certified employer in the Computer Software space, Empower employees to make smarter security decisions every single day.

<div class="content-intro"><p>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.</p></div><p><img style="max-width: 100%;" src="https://www.KnowBe4.com/hubfs/Careers/EXTERNAL%20LINKS%20-%20Do%20Not%20Delete/USA.jpg" alt="" width="455"></p>

<p><strong data-stringify-type="bold">Remote positions open to candidates located in the United States.</strong><img style="max-width: 100%;"></p>

<p>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.</p>

<p><strong>Responsibilities:</strong></p>

<ul>

<li>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</li>

<li>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</li>

<li>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</li>

<li>Identify, scope, and champion opportunities for workflow automation, conversational AI, and AI agent adoption that drive efficiency across Customer Success and Support</li>

<li>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</li>

<li>Drive roadmap prioritization discussions, balancing business impact, technical feasibility, and strategic alignment with the CCO's objectives</li>

<li>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</li>

<li>Translate ambiguous or high-level business requests into structured requirements documentation suitable for technical teams</li>

<li>Monitor delivery of roadmap initiatives and communicate status, risks, and outcomes to CS and Support leadership</li>

<li>Develop and maintain strong working relationships across Customer Success, Customer Support, BizApps, ePMO, and other cross-functional stakeholders including Sales and Finance</li>

<li>Serve as a subject matter expert on the tools, systems, and platforms supporting the Customer organization — including CRM, automation workflows, and AI-enabled solutions</li>

<li>Provide input and recommendations on tooling decisions, platform configurations, and process changes that affect the customer-facing organization</li>

<li>Develop OKRs and success metrics to measure the effectiveness of delivered capabilities against business outcomes</li>

</ul>

<p><strong>Qualifications:</strong></p>

<ul>

<li>Bachelor's Degree or equivalent work experience and education preferred</li>

<li>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</li>

<li>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</li>

<li>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</li>

<li>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</li>

<li>Experience engaging with a Project Management Office (PMO or ePMO) or working within formal project delivery frameworks</li>

<li>Experience managing or mentoring others in this domain is a plus; the role will likely lead to include managerial responsibilities</li>

<li>Proficiency with Jira or similar project/roadmap management tools; ability to create and manage epics, stories, and backlog items</li>

<li>Ability to establish and evolve delivery governance practices</li>

<li>Strong ability to decompose complex business processes into structured requirements and actionable work items</li>

<li>Exceptional ability to communicate technical concepts to non-technical business stakeholders and business context to technical teams</li>

<li>Consultative approach with a proven ability to influence cross-functional priorities without direct authority</li>

<li>Strong analytical and process-oriented mindset with an eye for operational improvement and measurable outcomes</li>

<li>Self-motivated with the ability to operate with minimal supervision and drive clarity in ambiguous situations</li>

<li>Ability to build trust and rapport across leadership levels and functional teams</li>

</ul>

<p>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.</p>

<div>

<p>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.</p>

</div><div class="content-conclusion"><p><strong>Our Fantastic Benefits</strong></p>

<div class="gmail_default">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 <a href="http://www.KnowBe4.com/careers/benefits" target="_blank" data-saferedirecturl="https://www.google.com/url?q=http://www.KnowBe4.com/careers/benefits&source=gmail&ust=1727463125306000&usg=AOvVaw3gDeHkHPZYOcR3fRjLcL4_">www.KnowBe4.com/careers/benefits</a>.</div>

<p><em><span style="font-weight: 400;">Note: An applicant assessment and background check may be part of your hiring procedure.</span></em></p>

<p><strong>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.</strong></p>

<p><span style="font-weight: 400;">No recruitment agencies, please.</span></p></div>

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