Director of Customer Service Process Automation (Remote)

KnowBe4 is a digital workforce security company that helps organizations protect employees and AI agents from advanced threats. The Director, Customer Success - Process Automation serves as a strategic liaison between Customer Success and Support teams and internal technology and project management teams, translating business needs into system requirements, roadmaps, and delivery initiatives focused on automation, AI-enabled experiences, and self-service.

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

Requirements:

• 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
• 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
• Remote positions open to candidates located in the United States
• Bachelor's Degree or equivalent work experience and education preferred
• Experience managing or mentoring others in this domain is a plus; the role will likely lead to include managerial responsibilities