Customer Success Manager

Role OverviewWe are seeking a versatile Customer Success Manager to bridge the gap between our clients and our deployed talent. In this role, you will be the primary advocate for the client while also serving as the functional lead for the professionals we provide.
This is a hybrid position based in Costa Rica, with 1 day per week at our offices in Escazú. The role is under local payroll in Costa Rica, so candidates should share their salary expectations before taxes.
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We need a high-level communicator who can navigate complex professional relationships, negotiate contract extensions, and adapt to the fast-paced nature of the staffing and solutions industry.
Key Responsibilities
Account Ownership: Maintain and grow relationships with a portfolio of clients, ensuring our staff augmentation services align with their evolving project goals.People Management: Provide direct oversight and support for the professionals deployed within your assigned accounts. This includes performance management, engagement, and conflict resolution.Strategic Negotiation: Lead discussions regarding contract renewals, rate adjustments, and expanded service agreements.Talent Retention: Proactively manage the employee experience for our consultants to ensure high retention and client satisfaction.Agile Adaptation: Quickly pivot strategies based on client feedback or shifts in project scopes.
RequirementsExperience: 3+ years in Account Management or Sales. Experience in the Technology sector is preferred.Leadership: 1+ year of people management experience, overseeing professional teams or consultants.Communication: Exceptional verbal and written skills. Must be a bridge-builder between different stakeholders.Negotiation: Proven ability to handle commercial negotiations and contract discussions with confidence.Adaptability: A high degree of flexibility and the ability to thrive in a fast-moving service environment.Language Proficiency: Minimum B2 Level English, written and verbal.Location and Contract: Hybrid role in Costa Rica, with 1 day per week at our offices in Escazú. This position is under local payroll in Costa Rica. Please share your salary expectations before taxes.
Core Competencies
Relationship Intelligence: You can read a room and understand the unspoken needs of a client.Operational Excellence: You are organized enough to manage the logistics of multiple human teams across different client environments.Resilience: You stay calm and professional when project requirements change or challenges arise.