Description

You will manage the customer lifecycle for a digital-touch segment, focusing on adoption and retention through scalable engagement models.

This role is on-site.

Responsibilities

• Manage the customer lifecycle using one-to-many and digital touch models to drive adoption and interest.
• Utilize automation and tools to scale success activities and provide visibility to internal stakeholders.
• Act on auto-generated alerts to proactively identify and resolve customer risk.
• Shepherd escalated or at-risk customers toward resolution while advocating for their needs across departments.
• Create and present business reviews that demonstrate customer value and identify upsell opportunities.

Required Skills

• 5+ years of experience in Customer Success, Customer Care, or Support roles.
• Proven ability to manage customer expectations and drive satisfaction.
• Experience identifying renewal risks and upsell opportunities within a 1:many model.
• Technical aptitude to understand customer challenges and advise on best practices.
• Strong analytical and detail-oriented mindset with impeccable written and verbal communication skills.
• Ability to communicate effectively with customers from diverse cultures.
• Capacity to multitask and adjust priorities in a changing environment.
• Must reside in Costa Rica.

Preferred Skills

• Previous exposure to cybersecurity or understanding of cybersecurity concepts and terminology.

Key Skills

Education

Any Graduate