Digital Customer Success Manager

Hyland

. Drive customer retention and growth throughout the customer lifecycle from contract signature through renewal and expansion .

Posted 10/6/2026full-timeRemote • Costa RicaJuniorMid-Level💰 CRC 18,407,971 - CRC 19,335,529 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer retention strategies, project management, and cross-functional collaboration to drive customer success and satisfaction. Proficient in developing success plans, managing escalations, and advocating for customer needs within the organization.

Highest-signal resume keywords

Customer Success ManagementProject ManagementBusiness Review DeliveryCross-Functional CollaborationCustomer Relationship Building

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Retention StrategiesSave Plans DevelopmentBusiness Review DesignProject Completion ManagementTechnology Acumen

Soft Skills

Strong Communication SkillsOrganizational SkillsInterpersonal SkillsTime Management SkillsMentoring and Coaching

Tools & Technologies

Microsoft Operating SystemsCompany Software Technology

Certifications & Qualifications

Bachelor's Degree or Equivalent Experience

Industry Keywords

Customer Lifecycle ManagementARR ProtectionChurn ReductionCustomer AdvocacyCritical Escalation Management

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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