Title:  Customer Success Manager

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

We are seeking a Customer Success Manager (CSM) remotely in Costa Rica, to take full post‑sales ownership of mid‑tier and lower‑tier customer accounts across a defined vertical. In this role, you will focus on customer satisfaction, revenue retention, and business expansion by aligning customer goals with RUCKUS solutions. You will work closely with Sales, Renewals, Product, and Operations teams to ensure customers realize the full value of our services while maintaining operational integrity and long-term account health.

How You'll Help Us Connect the World:

As a Customer Success Manager, you will lead the strategic engagement of assigned accounts, driving renewals, service expansion, and revenue growth. You will proactively manage escalations, guide customers through their service lifecycle, and create customer account plans that map to their business objectives, OKRs, and long-term growth strategies.

You will execute Corrective Action Plans (CAPs), Continuous Improvement Plans (CIPs), and Service Improvement Plans (SIPs), while also ensuring compliance with licensing, inventory records, contract commitments, and revenue agreements. Through R1‑level enablement, you will empower customers to effectively use RUCKUS platforms and tools, improving their operational visibility and service outcomes.

Required Qualifications for Consideration:

• 6+ years in Customer Success, IT service management, or related fields (or an Associate degree with equivalent experience).
• Proven track record managing post‑sales relationships, renewals, and revenue growth.
• Experience creating account plans, customer roadmaps, and value‑driven service strategies.
• Strong ability to handle escalations, SLAs, and customer expectations with urgency and professionalism.
• Hands‑on experience executing CAPs, CIPs, SIPs, and other improvement initiatives.
• Solid understanding of licensing compliance, inventory management, and operational documentation.
• Familiarity with customer‑facing platforms and ticketing systems (basic IT/networking knowledge a plus).
• Ability to travel up to 25% with clients in South America and US to the customer site.
• High level of English and Spanish.
• Strong presentation skills.
  
  

You Will Excite Us If You Have:

• ITIL certification.
  
  

What Happens After You Apply:

Learn how to prepare yourself for the next steps in our hiring process by visiting https://jobs.vistancenetworks.com/content/How-We-Hire/?locale=en_US

Why Join Us?

Vistance Networks shapes the future of communications technology, pushing past what is possible. We deliver solutions that bring reliability and performance to a world always in motion. Our global team of innovators and employees are trusted advisors who listen to customers first, then deliver value.

RUCKUS Networks delivers purpose-driven enterprise networks that enable superior business outcomes in demanding environments. Our solutions combine AI-powered automation, proactive network assurance, and context-aware security, providing exceptional performance with simplified management.

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at Vistance Networks.

Vistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans