Manager, Customer Success (Costa Rica)

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Requirements:

• 5+ years leading a team in a relevant field such as a marketing agency or software company.
• Demonstrated experience in team building, leadership or management positions.
• Proven track record of implementing successful customer success automation strategies.
• Experience with Salesforce.
• Preferred experience with CRM tools and customer success platforms like Totango or Gainsight.
• Strong analytical skills with the ability to translate data into actionable insights.
• Exceptional interpersonal skills for building relationships at all organizational levels.
• Experience managing distributed teams and working across time zones.
• Proven ability to develop and optimize customer success workflows.
• BA/BS degree or equivalent experience.

Responsibilities:

• Lead Customer Success Team through organizational transition with a strategic approach.
• Create, implement and refine Customer Success programs to drive customer lifetime value.
• Develop and optimize automation strategies and workflows to enhance efficiency.
• Guide team to proactively review client data and provide best practice recommendations.
• Serve as an escalation point for complex customer issues.
• Analyze metrics to drive continuous improvement.
• Develop and execute strategic upsell/cross-sell initiatives.
• Coach team members on identifying expansion opportunities.
• Present solutions to client stakeholders.
• Collaborate with sales teams on growth strategies.
• Lead presentations to diverse audiences.
• Manage and mentor customer success consultants daily.
• Create training materials for new team members.
• Deliver feedback to strengthen practices.
• Ensure goals are met through effective collaboration.