Digital Customer Success Manager

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

📋 Description

• Drive customer retention and growth throughout the customer journey from contract signing to renewal and expansion.

• Collaborate with customers to comprehend their business goals and create Success Plans with objectives that are reviewed monthly.

• Develop and implement save plans aimed at mitigating risks, safeguarding Annual Recurring Revenue (ARR), and minimizing churn.

• Conduct business reviews in partnership with cross-functional teams.

• Advocate within the organization for customer product feature priorities and gather feedback.

• Influence the product roadmap and cultivate customer advocates.

• Collaborate with customer care and technical account management teams to address critical escalations.

• Represent the customer’s voice across support, marketing, sales, services, and product strategy.

• Coordinate resources to address customer inquiries, concerns, and issues.

• Ensure accountability and fulfillment of organizational commitments.

• Mentor, coach, train, and provide constructive feedback to team members.

• Contribute to team development and quality through knowledge sharing and coaching.

⛳️ Requirements

• Bachelor's degree or equivalent experience.

• A minimum of 2 years' experience as a Customer Success Manager.

• Experience managing or participating in projects within a fast-paced, deadline-driven environment.

• Excellent oral and written communication skills.

• Strong organizational, multitasking, and time management abilities.

• Exceptional collaboration and interpersonal skills.

• Solid business and technology acumen.

• Familiarity with company software technology.

• Ability to translate goals into actionable new ideas and design solutions.

• Capability to manage projects to completion with minimal oversight.

• Proficiency in influencing, motivating, and mobilizing team members and business partners.

• Willingness to travel up to 25% of the time.

• Ability to establish rapport, gain trust, build consensus, and foster long-term customer relationships.

• Experience handling critical escalations and complex customer situations.

• Proficient in designing and delivering business reviews.

• Experience advocating for customer product priorities and working across functions.

• Strong knowledge of Microsoft Operating Systems and products.

🏝️ Benefits

• Career development resources.

• Wellbeing programs.

• Innovation practices.

• Inclusive workplace culture.

• Employee initiatives and community giving campaigns.