Customer Success Manager (Remote In Costa Rica)

**Customer Success Manager (Remote in Costa Rica)**

We are looking for an experienced Customer Success Manager (CSM)** **for a large, global US based B2B Software company. This role will focus on ensuring customers' success by enhancing the customer lifecycle journey, driving adoption of the company's technology, managing support escalations and renewals. The Primary responsibility for this role is managing Renewal Licenses.

This is a 6-month contract (extensions or conversion to FTE possible), 40 hours per week, as a contractor to Stage 4 Solutions. This role is a remote role in Costa Rica. Must work US CST time zone.

This position may require work outside of core hours i.e. evenings or weekends during customer escalations or ad hoc customer meetings.

**Responsibilities**:
Understand the client's solutions at a detailed technical level in order to support customers through their post-implementation journey and renewal licensing Be the key point of contact for customers, post-solution implementation Support customers' technical queries, solve technical issues, and present technology solutions Manage customers' escalations and, where required, the production of best practice blueprints Drive programmatic Customer Success practices that support consistent customer lifecycle improvements and faster Time to Value (TtV) Working closely with Account Teams and Renewals Managers to identify new opportunities and upsell potential while smoothing any issues putting renewals at risk Ensure customer feedback and required capabilities are clearly gathered and conveyed internally to enable ongoing improvement of processes, products, and services

**Requirements**:
8+ years of experience as a Customer Success Manager for backup, storage, or networking solutions supporting enterprise customers Experience with Cloud/SaaS solutions, preferred Technical Able to understand the company's products and features, collaborate with Support teams to resolve sophisticated support cases, and drive bug fixes with engineering. English Fluency: Effective spoken and written business communication skills are required. Excellent project management skills Strong sense of ownership and urgency aiming to closure, planning, and escalation

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