Important Information
Location: Costa Rica
Work Mode: Hybrid
Job Summary
As a Customer Success Manager (19118), you will be responsible for designing, developing, and maintaining high-quality software solutions. You will collaborate with cross-functional teams to understand business requirements and translate them into scalable and efficient software applications. Your role will involve leading technical projects, mentoring junior engineers, and continuously improving software development practices to ensure the delivery of robust and reliable software systems.
Responsibilities and Duties
- Own the end-to-end customer onboarding process, ensuring new customers are successfully implemented and fully enabled within the first 60 days.
- Build and maintain strong, long-term relationships with SMB customers by understanding their business objectives and acting as a trusted advisor.
- Drive product adoption, customer value, and expansion by monitoring usage, identifying growth opportunities, and promoting additional features and solutions.
- Manage ongoing customer engagement and retention by conducting business reviews, supporting renewals, and coordinating cross-functional efforts to ensure customer satisfaction.
Qualifications and Skills
- Proven ability to manage and grow SMB customer portfolios by building strong relationships with management and executive stakeholders.
- Experience leading customer onboarding and driving long-term product adoption through structured engagement models.
- Strong consultative skills to understand customer objectives and translate them into measurable success outcomes.
- Ability to analyze customer usage, adoption, and health metrics to drive retention, expansion, and customer lifetime value.
- Experience partnering with Technical Support, Renewal Specialists, and Sales teams to deliver a cohesive customer experience.
- Demonstrated ability to identify and execute upsell, cross-sell, and expansion opportunities aligned with customer needs.
- Proficiency in CRM tools such as Salesforce to manage accounts, track engagement, and maintain accurate data.
- Confidence conducting business reviews and strategic conversations with senior stakeholders.
- Strong organizational and time management skills to effectively manage multiple accounts and priorities.
- Ability to work independently while meeting customer success targets, onboarding goals, and booking objectives.
About Encora
Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.
At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.