Customer Success Manager

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

📋 Description

• Serve customers from a shared portfolio, utilizing a prioritized queue instead of a fixed account list.

• Provide proactive lifecycle touchpoints, including onboarding confirmations, adoption checkpoints, and structured pre-renewal reviews.

• Address inbound customer needs in accordance with team coverage standards and ensure resolution.

• Quickly establish credibility with new stakeholders.

• Represent the internal voice of the customer and identify patterns across the portfolio.

• Advise customers on best practices, implementation strategies, and usage optimization.

• Conduct product demonstrations to encourage adoption and reveal new use cases.

• Work collaboratively with Support and Product teams to troubleshoot and resolve issues.

• Convert technical capabilities into customer-centric business outcomes.

• Implement and enhance standardized success plays.

• Confirm and document customer outcomes effectively.

• Identify churn risks through health signals, declines in usage, support friction, and changes in stakeholders.

• Conduct pre-renewal reviews and prepare renewal readiness documentation.

• Transition renewals to the Renewals CSM with comprehensive context.

• Spot cross-sell and up-sell opportunities and direct them to Sales.

• Maintain thorough account documentation and accurate data in Totango and Salesforce.

• Manage multiple customer conversations concurrently while contributing to team KPIs.

⛳️ Requirements

• 2 to 4 years of experience in Customer Success, Account Management, Technical Support, or a related customer-facing role within B2B SaaS.

• A blend of technical aptitude and business acumen.

• Familiarity with networking, DNS, DHCP, IPAM, or infrastructure is advantageous.

• Ability to serve numerous customers simultaneously and prioritize based on signals rather than relationship history.

• Excellent written communication skills.

• Strong documentation practices and a commitment to leaving a clear record for teammates.

• Experience in delivering demos and facilitating structured customer conversations.

• Knowledge of CS and CRM tools, such as Totango or Salesforce.

• Proactive, driven, accountable, coachable, and focused on customer satisfaction.

🏝️ Benefits

• A Professional Development Budget.

• Dedicated Wellness Days and a Wellness Week.

• A Lifestyle Spending Account.

• An Employee Recognition Program.

• Comprehensive benefits covering health, financial well-being, and overall wellness.

• An exceptional work environment, enriching employee programs, and a positive company culture.