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Hyland is a B2B SaaS company serving enterprise customers through a collaborative community platform for products, solutions, and service updates. Hyland Community brings customers, partners, experts, and other members together to ask questions, exchange feedback, share operational knowledge, and find practical guidance for getting more value from Hyland’s offerings.
Digital Customer Success Manager (Remote in Costa Rica)
Manage customer retention, product adoption, renewals, and expansion for Hyland’s enterprise content solutions. The role covers success planning, escalations, business reviews, and customer advocacy.
Costa Rica₡18,407,971 – ₡19,335,529 / year
RemoteFull-timeJuniorMiddleEnglish RequiredCustomer SuccessCustomer Success ManagerDescription
- Own retention and growth across the customer lifecycle, from contract signing through renewal and expansion
- Partner with customers to understand their objectives and create Success Plans with monthly-reviewed goals
- Create and implement save plans to reduce churn, manage risk, and protect ARR
- Lead business reviews with cross-functional teams
- Communicate customer feedback and product priorities to internal stakeholders
- Help shape the product roadmap and develop customer advocates
- Work with customer care and technical account management teams on critical escalations
- Represent customer needs across support, marketing, sales, services, and product strategy
- Coordinate internal resources to address customer questions, concerns, and issues
- Track accountability and ensure organizational commitments are delivered
- Mentor, coach, train, and provide constructive feedback to team members
- Support team development and quality through knowledge sharing and coaching
Requirements
- Bachelor’s degree or equivalent professional experience
- At least two years of experience as a Customer Success Manager
- Experience managing or contributing to projects in a fast-paced, deadline-driven environment
- Strong verbal and written communication abilities
- Strong organizational, multitasking, and time-management skills
- Strong collaboration and interpersonal skills
- Strong business and technology acumen
- Knowledge of company software technologies
- Ability to turn goals into implemented ideas and practical solutions
- Ability to manage projects through completion with minimal supervision
- Ability to influence, motivate, and mobilize team members and business partners
- Willingness to travel up to 25% of the time
- Ability to build rapport, earn trust, reach consensus, and develop long-term customer relationships
- Experience handling critical escalations and complex customer situations
- Experience creating and presenting business reviews
- Experience advocating for customer product priorities and collaborating across functions
- Strong knowledge of Microsoft operating systems and products
Benefits
- Resources for career development
- Programs supporting employee wellbeing
- Practices that encourage innovation
- Inclusive workplace culture
- Employee initiatives and community giving campaigns
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