Customer Success Manager - Costa Rica

The Customer Success Manager will be responsible for building and maintaining long-term relationships with our customers, ensuring they achieve their desired outcomes using our products and services. This role involves proactive engagement, strategic planning, and collaboration with various internal teams to deliver exceptional customer experiences. 

Key Responsibilities: 

● Customer Onboarding and Engagement: 

○ Guide new customers through the onboarding process, ensuring a smooth and successful implementation of our products and services. 

○ Conduct regular check-ins and business reviews to monitor customer progress and address any issues or concerns.

● Renewals and Upselling: 

○ Drive customer renewals and identify opportunities for upselling and cross-selling additional products and services. 

○ Partner with leadership to support renewal negotiations and expand customer accounts. 

● Customer Advocacy and Relationship Management: 

○ Build strong, trusted relationships with key stakeholders and decision-makers within customer organizations. 

○ Act as a customer advocate, providing feedback to internal teams to improve product offerings and customer experiences. 

● Strategic Planning and Success Metrics: 

○ Develop and execute customer success plans tailored to each customer's unique goals and objectives. 

○ Monitor customer health and success metrics, identifying and addressing any potential risks or opportunities for growth. 

● Product Expertise and Support: 

○ Maintain a deep understanding of our products and services, and effectively communicate their value to customers. 

○ Collaborate with the Support and Product teams to resolve customer issues and ensure timely, effective solutions. 

Required Qualifications 

○ 3-5 years experience with customer success, account management, or related roles within the technology field. 

○ Proficiency with customer success management tools and CRM software. ○ Knowledge and experience working with Salesforce. 

○ Previous experience working in RevOps, Sales Operations, or similar role.

Preferred Qualifications 

○ Experience working with remote global teams in a Saas environment. 

○ Bachelor Degree in Business, Information Technology, or related field. 

Physical Activities & Requirements 

● Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. 

● Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

● Average Hearing: Able to hear average or normal conversations and receive ordinary information. 

● Average Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents, products, or machinery. 

● Physical Strength: Sedentary work; sitting most of the time with occasional walking. May stand, sits, lifts and bends intermittently throughout the day. Temperature variations can occur. 

● Predictable Attendance is an essential duty of the position. Employees must work regularly scheduled shifts, during business hours. 

Physical Activities & Requirements 

● Reasoning Ability: Ability to deal with a variety of variables under only limited standardization. Able to interpret various instructions. 

● Mathematics Ability: Ability to perform basic math skills, use decimals to compute ratios and percentages, and to draw and interpret graphs. 

● Language Ability: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias. Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar. Ability to communicate distinctly with appropriate pauses and emphasis; correct pronunciation (or sign equivalent); and variation in word order using present, perfect, and future tenses. 

Working Conditions 

Primary work is non-manual, office-related. The company is fully-remote. Occasional travel to meetings or company on-site events may be required.