Director of Customer Service Process Automation (Remote)

About this role

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

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