Customer Success Supervisor (SMB)

Important Information 

Location: Costa Rica (residents)

Work Mode: Hybrid work model at UltraPark, Heredia.

Customer Success Supervisor (SMB - 18535) 

The Customer Success Supervisor is responsible for managing a team of Customer Success Managers whose primary function is building relationships with current customers and maximizing customer lifetime value. This role ensures a great customer experience, drives adoption, retention, renewals and supports overall team performance.

Responsibilities and Duties 

• Manage and develop a high-performing Customer Success team.
• Track, manage and ensure delivery of customer value, results and outcomes that align with customer objectives.
• Monitor dashboards and reporting to identify areas for improvement and execute corrective action plans.
• Ensure the customer journey and engagement model are consistently followed.
• Manage post-sale customer lifecycle, customer health and prevent churn.
• Support Renewal Specialists and assist in negotiations to secure optimal terms.
• Conduct business reviews and report key Customer Success outcomes and metrics.
• Enforce CRM administration standards and meet onboarding, retention, and ARR targets.
• Hire, coach, and develop Customer Success Managers.

Minimun Qualifications

• 3+ years managing customers within a SaaS subscription model.
• Previous management or team lead experience preferred.
• Experience delivering customer value, outcomes and exceptional customer experiences.
• Experience with Salesforce or other CRM systems.
• Strong communication, customer empathy and analytical mindset.
• Ability to manage and motivate high-performing teams.

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.