Customer Success Consultant

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Act as a dedicated strategic advisor for a select group of high-value strategic customers.

• Facilitate Strategic Review meetings every six months to evaluate progress, align objectives, and uncover opportunities.

• Create and sustain shared Success Plans that outline customer goals, milestones, and success metrics.

• Foster customer relationships through in-person visits, attendance at conferences, and participation in tradeshows when necessary.

• Serve as the main point of contact throughout onboarding, adoption, and renewal phases.

• Collaborate with Sales, Implementation, and Support teams to address issues and deliver value effectively.

• Examine customer usage data and engagement metrics to offer proactive outreach and strategic advice.

• Identify customer risk and opportunity signals before they are reflected in health scores.

• Monitor customer health and execute strategies to mitigate churn risk.

• Discover and cultivate expansion opportunities through consultative dialogues and strategic planning.

• Work alongside Sales to drive account growth, upsell, and cross-sell initiatives.

• Deliver tailored value propositions to executive stakeholders.

• Assist in preparing RFP responses and present as a finalist to clients.

• Advocate for customer feedback internally and push for product and service enhancements.

• Contribute to customer reference programs and success stories.

• Keep current records in CRM and customer success platforms.

• Adhere to standardized processes and support ongoing improvement efforts.

• Monitor and report on engagement, satisfaction, retention, adoption, usage growth, and expansion metrics.

⛳️ Requirements

• 3–5+ years of experience in customer success, account management, or consulting, ideally with strategic or enterprise clients.

• Proven track record of managing executive relationships and leading strategic planning discussions.

• Demonstrated capability to proactively identify and act on opportunities for expansion, risk management, or process improvement.

• A genuine interest in understanding customer goals, organizations, industries, and product utilization.

• Strong analytical abilities and comfort with data-driven decision-making.

• Excellent communication, presentation, and interpersonal skills.

• Familiarity with CRM systems; Salesforce experience is preferred.

• Experience with customer success tools.

• Willingness to travel up to 25% for client meetings, conferences, and events.

• Familiarity with public sector organizations is advantageous.

• Required AI-Fluent User capability: able to independently utilize AI tools for account preparation, data synthesis, Success Plans, and customer interactions; write clear prompts, iterate on outputs, and verify AI-assisted work.

• Responsible for maintaining the confidentiality, integrity, and availability of company information assets.

• Accountable for ensuring employee and customer data privacy and completing necessary privacy training.

🏝️ Benefits

• Remote-first work environment.

• Employee Resource Groups.

• Coffee with Mark sessions featuring the CEO.

• Microsoft Teams communities focused on wellness, art, pets, family, and parenting.

• Special guest sessions addressing issues affecting employees.