Customer Success Manager

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

📋 Description

• Oversee a substantial and dynamic portfolio of more than 120 customers throughout all phases of the customer lifecycle.

• Interact with the most vulnerable customer segment to enhance product adoption, deliver customer value, and reduce churn risks.

• Cultivate brand ambassadors and identify expansion opportunities to foster growth.

• Provide insights to cross-functional teams to influence the future direction of Owner.com's products and services.

• Ensure a world-class customer experience in partnership with Launch and Support teams.

• Assist customers in improving ROI through tailored strategic advice and solutions.

• Enhance customer retention by minimizing churn and increasing satisfaction.

• Refine health metrics and scale successful strategies across the customer base.

• Identify and pursue growth opportunities to broaden Owner.com's reach.

• Handle a significant volume of daily customer calls and meetings.

• Utilize customer and account data to inform interactions and strategic choices.

⛳️ Requirements

• A minimum of 2 years of experience in a Customer Success or Account Management position.

• Demonstrated success in account management or full-cycle sales, showcasing a solid track record of achieving results.

• Familiarity with Customer Success tools, including Salesforce, Sales Loft, TalkDesk, Gong, Loom, and Metabase.

• Experience in B2B2C environments, preferably within the food/hospitality and technology sectors.

• Dedication to personal growth and ongoing development.

• Full fluency in English: reading, writing, and speaking.

• Proactive attitude, adaptability, curiosity, and strong interpersonal abilities.

• Capacity to manage a high volume of daily calls and meetings while effectively organizing time.

• Skills in objection handling and de-escalation.

• Ability to swiftly switch contexts to meet diverse customer needs.

• Proficiency in interpreting and utilizing data.

• Strategic mindset with the ability to engage in challenging discussions.

• Capacity to prioritize a pipeline and intervene early with at-risk accounts to prevent churn.

• Solution-oriented approach with a broad perspective.

• Resilience, adaptability, and capability to navigate uncertainty.

• Bonus: Experience in a restaurant environment.

🏝️ Benefits

• Comprehensive health coverage.

• Remote-first work culture.

• Unlimited paid time off (PTO).

• Additional fun perks.