Digital Customer Success Manager

🔥 35 minutes ago

🇨🇷 Costa Rica – Remote

💵 ₡18.4M - ₡19.3M / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hyland

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🏢 Enterprise

B2B • SaaS • Enterprise

Hyland is a company that provides a collaborative community platform for its customers and partners, offering access to resources such as products, solutions, and updates. The platform enables users to share feedback, ask questions, and connect with each other, fostering operational knowledge and organizational value. Hyland Community aims to enhance user experience by facilitating interaction between experts and community members.

📋 Description

• Drive customer retention and growth throughout the customer lifecycle from contract signature through renewal and expansion • Collaborate with customers to understand business objectives and design Success Plans with monthly-reviewed objectives • Develop and execute save plans to mitigate risk, protect ARR, and reduce churn • Deliver business reviews with cross-functional departments • Advocate internally for customer product feature priorities and feedback • Influence the product roadmap and build customer advocates • Partner with customer care and technical account management teams to manage critical escalations • Represent the voice of the customer across support, marketing, sales, services, and product strategy • Coordinate resources to resolve customer questions, concerns, and issues • Ensure accountability and fulfillment of organizational commitments • Mentor, coach, train, and provide feedback to team members • Contribute to team growth and quality through knowledge sharing and coaching

🎯 Requirements

• Bachelor's degree or equivalent experience • Minimum of 2 years of experience as a Customer Success Manager • Experience managing or participating in projects in a fast-paced, deadline-driven environment • Strong oral and written communication skills • Strong organizational, multitasking, and time management skills • Strong collaboration and interpersonal skills • Strong business and technology acumen • Company software technology knowledge • Ability to translate goals into implementation of new ideas and design solutions • Ability to manage projects to completion with minimal oversight • Ability to influence, motivate, and mobilize team members and business partners • Up to 25% travel time required • Ability to establish rapport, gain trust, build consensus, and develop long-term customer relationships • Experience managing critical escalations and complex customer situations • Experience designing and delivering business reviews • Experience advocating for customer product priorities and working cross-functionally • Strong knowledge of Microsoft Operating Systems and products

🏖️ Benefits

• Career development resources • Wellbeing programs • Innovation practices • Inclusive workplace culture • Employee initiatives and community giving campaigns