Customer Success Engineer II

About the role

Progress is seeking a Customer Success Engineer II to join its hybrid team in Belen, Costa Rica. In this role you will drive product adoption, identify expansion opportunities, and build advocacy for ShareFile, contributing to a significant portion of the business unit’s ARR.

Key responsibilities

• Monitor and analyze key customer adoption KPIs to inform strategy.
• Lead post‑sales onboarding, focusing on first active use, meaningful use, and increased total active use.
• Conduct webinars and create scalable training content for customers.
• Engage high‑touch customers individually and manage low‑touch, digital‑first interactions to reduce churn.
• Identify customer problems, propose solutions, and recommend system or process enhancements.
• Spot expansion opportunities across departments and foster customer advocacy.

Required profile

• Minimum of 2 years experience in Customer Success, Support, or a related field.
• Strong customer‑centric mindset with the ability to empathize and resolve complex issues.
• Solid understanding of ShareFile or comparable SaaS products.

Required skills

• ShareFile product knowledge
• SaaS platform experience