Customer Success Manager – Remote (Costa Rica)

About the role

We are looking for a Customer Success Manager to work remotely from Costa Rica, taking full post‑sales ownership of mid‑ and lower‑tier accounts within a defined vertical. The role focuses on driving customer satisfaction, revenue retention and business expansion by aligning client goals with Ruckus solutions.

Key responsibilities

• Own the post‑sales relationship for assigned accounts, ensuring customers realize the full value of our services.
• Develop and execute strategic account plans that align with customer OKRs and long‑term priorities.
• Manage renewals, drive retention and identify upsell or cross‑sell opportunities.
• Collaborate with Sales, Product, Operations and Renewals teams to deliver consistent service delivery.
• Implement continuous improvement initiatives such as CAPs, CIPs and SIPs to enhance service performance.
• Maintain compliance with licensing, inventory tracking and contractual obligations.
• Provide guidance on Ruckus tools and platforms to improve customer visibility and efficiency.

Required profile

• Bachelor’s degree in Computer Science, IT, Engineering or related field, or equivalent experience.
• Proven experience in Customer Success, Account Management or Technical Account Management within a technology, networking or SaaS environment.
• Strong presentation skills and ability to create clear documentation.
• High level of English and Spanish, and legal right to work in Costa Rica.
• Willingness to travel up to 25 % of the time to client sites in South America and the United States.

Required skills

• Fundamental knowledge of AAA, DHCP, DNS, Firewall and Wi‑Fi networking concepts.
• Working knowledge of ITIL processes (ITIL certification preferred).
• Proficiency with PowerPoint and documentation tools.
• Data‑literacy: ability to interpret dashboards, trends and KPIs and translate them into actionable insights.
• Familiarity with Ruckus networking tools and platforms.