Important Information
- Location: Costa Rica
- Work Mode: Hybrid
Responsibilities and Duties
- Leadership and performance management of Customer Success Managers to consistently meet onboarding, renewal, expansion and ARR targets
- Ownership of customer lifecycle execution to ensure value delivery, product adoption and exceptional customer experience across SMB accounts
- Data-driven monitoring of dashboards, metrics and customer health to identify risks, implement corrective actions and prevent churn
- Strategic collaboration with executives, renewals and cross-functional teams to drive outcomes, resolve escalations and support business growth
Qualifications and Skills
- Customer Success leadership experience within a SaaS subscription and recurring revenue model
- Strong ability to build, develop and scale high performing Customer Success teams
- Expertise in driving customer adoption, retention, expansion and lifetime value
- Advanced stakeholder management skills with executive-level customers
- Strong analytical mindset with experience using metrics, dashboards and customer health scoring
- Consultative approach focused on delivering measurable customer outcomes and value
- Excellent communication skills with the ability to influence, motivate and align teams
- Experience managing pipelines, forecasts, OKRs and performance targets
- Proficiency in CRM systems and operational discipline in opportunity and account management
- High ownership mindset with the ability to operate autonomously in a fast-paced environment
