Job description
Important Information
Location: Costa Rica
Work Mode: Hybrid
Job Summary
As a Customer Success Director (SMB) (19302), you will be responsible for designing, developing, and maintaining high-quality software solutions. You will collaborate with cross-functional teams to understand business requirements and translate them into scalable and efficient software applications. Your role will involve leading technical projects, mentoring junior engineers, and continuously improving software development practices to ensure the delivery of robust and reliable software systems.
Responsibilities and Duties
Leadership and performance management of Customer Success Managers to consistently meet onboarding, renewal, expansion and ARR targets
Ownership of customer lifecycle execution to ensure value delivery, product adoption and exceptional customer experience across SMB accounts
Data-driven monitoring of dashboards, metrics and customer health to identify risks, implement corrective actions and prevent churn
Strategic collaboration with executives, renewals and cross-functional teams to drive outcomes, resolve escalations and support business growth
Qualifications and Skills
Customer Success leadership experience within a SaaS subscription and recurring revenue model
Strong ability to build, develop and scale high performing Customer Success teams
Expertise in driving customer adoption, retention, expansion and lifetime value
Advanced stakeholder management skills with executive-level customers
Strong analytical mindset with experience using metrics, dashboards and customer health scoring
Consultative approach focused on delivering measurable customer outcomes and value
Excellent communication skills with the ability to influence, motivate and align teams
Experience managing pipelines, forecasts, OKRs and performance targets
Proficiency in CRM systems and operational discipline in opportunity and account management
High ownership mindset with the ability to operate autonomously in a fast-paced environment
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.
