Important Information
- Location: Costa Rica
- Work Mode: Hybrid
Responsibilities and Duties
- Own the end-to-end customer onboarding process, ensuring new customers are successfully implemented and fully enabled within the first 60 days.
- Build and maintain strong, long-term relationships with SMB customers by understanding their business objectives and acting as a trusted advisor.
- Drive product adoption, customer value, and expansion by monitoring usage, identifying growth opportunities, and promoting additional features and solutions.
- Manage ongoing customer engagement and retention by conducting business reviews, supporting renewals, and coordinating cross-functional efforts to ensure customer satisfaction.
Qualifications and Skills
- Proven ability to manage and grow SMB customer portfolios by building strong relationships with management and executive stakeholders.
- Experience leading customer onboarding and driving long-term product adoption through structured engagement models.
- Strong consultative skills to understand customer objectives and translate them into measurable success outcomes.
- Ability to analyze customer usage, adoption, and health metrics to drive retention, expansion, and customer lifetime value.
- Experience partnering with Technical Support, Renewal Specialists, and Sales teams to deliver a cohesive customer experience.
- Demonstrated ability to identify and execute upsell, cross-sell, and expansion opportunities aligned with customer needs.
- Proficiency in CRM tools such as Salesforce to manage accounts, track engagement, and maintain accurate data.
- Confidence conducting business reviews and strategic conversations with senior stakeholders.
- Strong organizational and time management skills to effectively manage multiple accounts and priorities.
- Ability to work independently while meeting customer success targets, onboarding goals, and booking objectives.
