Customer Success & Operations Manager (Costa Rica)
$2,080,000–$3,328,000 year
RemoteCosta Rica
Job Summary
Serve as the main point of contact for assigned customer accounts, building relationships with senior stakeholders and conducting regular check-ins, QBRs, and performance reviews. Supervise BPO staff performance, ensuring adherence to SOPs while escalating issues to lead resolution across people, process, or client expectations. Create and maintain standard operating procedures, identify inefficiencies, and coordinate with internal teams to align delivery and client goals. Monitor project progress, timelines, and outcomes, tracking metrics to report on account health and workforce performance. Support onboarding and transition of new client accounts while managing multiple priorities.
Required Qualifications
- Prior experience in customer success, client management, or consulting
- Strong problem-solving skills
- Strong written communication skills
- Strong people management skills
- Experience working with international teams
- Experience working with BPOs
- Experience working with distributed operations
- Ability to create SOPs
- Ability to manage multiple priorities
- Ability to handle escalations
- A proactive, thoughtful communicator who can influence both clients and internal teams
Desired Qualifications
- Ex-consultants (e.g., management consulting, operations)
- Former account/project managers in tech-enabled service businesses
- Experience in verticals such as outsourcing, healthcare ops, recruiting, or enterprise SaaS
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.