Important Information 

Location: Costa Rica (residents)

Work Mode: Hybrid work model at UltraPark, Heredia.

 

Job Summary 

Customer Success Supervisor (SMB) (SMB - 18535) is responsible for managing a team of Customer Success Managers whose primary function is building effective relationships with current customers and maximizing the customer lifetime value within the assigned portfolio. This is 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. With a production demand mindset, the Customer Success Director will take extreme ownership for driving performance and managing the production of the Customer Success team to meet and onboarding targets, renewals, cross-sell opportunities and ARR targets.

Responsibilities and Duties 

 

• Build and lead high-performing Customer Success teams, ensuring daily, weekly, monthly, and quarterly targets are met.
• Monitor performance metrics and dashboards to identify improvement areas and implement corrective actions.
• Ensure exceptional customer experiences and alignment with customer objectives throughout the post-sale lifecycle.
• Drive customer health and retention, reducing churn through proactive engagement and improvement plans.
• Deliver key outcomes: fast onboarding (within 60 days), increased adoption, retention, satisfaction, and upsell opportunities.
• Serve as an executive escalation point and trusted advisor for strategic customers.
• Manage team performance and growth, including hiring, coaching, and developing Customer Success Managers.
• Own pipeline and forecasting, meeting onboarding and revenue targets.
• Collaborate cross-functionally and provide customer feedback to influence product and service improvements.
• Develop playbooks, OKRs, and continuous learning practices for Customer Success teams.

 

Qualifications

 

• 2+ years managing customers in a SaaS subscription model.
• Previous team management experience (preferred).
• Familiarity with IT Security concepts.
• Experience with Salesforce or other CRM.
• Proficiency with Gmail, Google Docs, MS Office (Word, Excel), and web browsers.
• Proven ability to deliver customer value, outcomes, and exceptional experiences.
• Fluent or conversational English (mandatory).

Softskills

• Consultative approach with ability to align results to customer objectives.
• Analytical and process-oriented mindset.
• Excellent verbal and written communication.
• Strong time management, prioritization, and organizational skills.
• Ability to build rapport via phone, email, and video conferencing.
• Critical thinking and problem-solving skills.
• High energy, motivational leadership, and ability to manage high-performing teams.
• Self-motivated and able to work independently.
• Strong collaboration and teamwork skills.

 

 

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.