Customer Success Engineer II

TL;DR

Customer Success Engineer II (SaaS): Managing customer adoption and retention for ShareFile products with an accent on data-driven engagement and complex problem resolution. Focus on driving product usage, identifying expansion opportunities, and cultivating long-term customer advocacy.

Location: Must be based in or able to commute to Belen, Costa Rica (Hybrid)

Company

hirify.global is a global software provider enabling businesses to develop, deploy, and manage responsible, AI-powered applications.

What you will do

• Manage customer onboarding post-sales to drive meaningful product adoption.
• Monitor and analyze customer adoption metrics to inform engagement strategies.
• Lead the resolution of complex technical issues for high-touch customers.
• Develop and conduct webinars and training content to scale customer success.
• Identify and pursue expansion opportunities within existing accounts.
• Collaborate with sales, marketing, and product teams to address customer needs.

Requirements

• Must be based in or able to commute to Belen, Costa Rica.
• 2+ years of experience in Customer Success, Support, or a related field.
• Solid understanding of SaaS products and services.
• Strong problem-solving skills for diagnosing and resolving technical issues.
• Proven ability to analyze customer data to make data-driven decisions.
• Experience managing a high volume of customer accounts simultaneously.

Culture & Benefits

• Comprehensive health insurance for employees and dependents.
• Life and disability insurance coverage.
• Competitive salary with bonus/commission structure.
• Employee Stock Purchase Program (ESPP) with a 27-month lookback.
• Additional paid time off including birthday leave and company holidays.