Customer Success Manager (Mid-Market)

Important Information

Location: Costa Rica - Heredia
Work Mode: Hybrid

Job Summary

The Customer Success Manager (18459) is responsible for building effective relationships with customers and for maximizing the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations. The Customer Success Manager is responsible for managing the onboarding of new customers, an also assisting the Renewal Specialist with the renewal process.

Responsibilities and Duties

• Build and maintain relationships with new customers, including management and executive stakeholders, while understanding their objectives.
• Develop consultative strategies and plans to achieve customer goals.
• Manage the onboarding process: account configuration, product training, phishing simulations, and change management activities.
• Collaborate with technical support to address complex technical inquiries.
• Monitor customer usage, adoption, and health metrics to ensure success.
• Conduct periodic business and strategic reviews to align objectives and confirm satisfaction.
• Support renewal processes in coordination with Renewal Specialists.
• Partner with Account Managers to identify upsell and cross-sell opportunities.
• Drive initiatives to improve the overall customer experience and increase loyalty.
• Maintain accurate account management in the company’s CRM.

Qualifications and Skills

• Associate’s degree or equivalent education/work experience preferred.
• Familiarity with IT Security concepts, practices, and procedures.
• Experience with Salesforce or other CRM tools.
• Proficiency with Microsoft Excel and Word.
• Experience with Gmail, Google Docs, and major web browsers (Chrome, IE, etc.).
• IT experience/exposure is a plus.
• Previous experience as a Customer Success Manager preferred.
• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Exceptional time management and organizational skills.
• Ability to build rapport via calls, email, and video conferencing.
• Strong collaboration, teamwork, and negotiation skills.
• Ability to work independently with minimal supervision.
• Professional/Advanced English skills.

Additional Requirements

• Technologies: Salesforce, Microsoft Excel, Word, Gmail, Google Docs, Web Browsers (Chrome, IE).
• Competencies: Communication, Customer Service, Time Management, Teamwork, Negotiation, Problem-Solving, Adaptability.

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.