Customer Success Director (SMB)

Important Information 

Location: Costa Rica

Work Mode: Hybrid

Job Summary 

As a Customer Success Director (SMB) (19302), 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 

• Leadership and performance management of Customer Success Managers to consistently meet onboarding, renewal, expansion and ARR targets
  
• Ownership of customer lifecycle execution to ensure value delivery, product adoption and exceptional customer experience across SMB accounts
  
• Data-driven monitoring of dashboards, metrics and customer health to identify risks, implement corrective actions and prevent churn
  
• Strategic collaboration with executives, renewals and cross-functional teams to drive outcomes, resolve escalations and support business growth 

Qualifications and Skills 

• Customer Success leadership experience within a SaaS subscription and recurring revenue model
  
• Strong ability to build, develop and scale high performing Customer Success teams
  
• Expertise in driving customer adoption, retention, expansion and lifetime value
  
• Advanced stakeholder management skills with executive-level customers
  
• Strong analytical mindset with experience using metrics, dashboards and customer health scoring
  
• Consultative approach focused on delivering measurable customer outcomes and value
  
• Excellent communication skills with the ability to influence, motivate and align teams
  
• Experience managing pipelines, forecasts, OKRs and performance targets
  
• Proficiency in CRM systems and operational discipline in opportunity and account management
  
• High ownership mindset with the ability to operate autonomously in a fast-paced environment

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.