{"id":3028240,"url":"https://alion.io/job/smarsh-customer-success-representative-2","title":"Customer Success Representative","company":{"id":1738,"name":"Smarsh","domain":"smarsh.com","url":"https://alion.io/company/smarsh","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":90,"open_postings":14,"ghost_share":0,"stale_share":0.214,"repost_share":0,"time_to_fill_p50_days":67,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Heredia, Costa Rica"],"countries":["CR"],"hiring_countries":["CR"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":17500,"max_usd":37000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1966},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-21T17:46:23Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-25T22:22:57Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Summary\nThe Customer Success team is our customer’s trusted partner and advocate, with the goal of driving our customer’s success and establishing loyal relationships with Smarsh. Customer Success provides business-level relationship management to drive maximum lifetime value for Smarsh.\nWe are looking for a motivated, entry-level Customer Success Representative who can be actively involved in building relationships, promoting product adoption, addressing issues, and identifying on-going promotion of the value of Smarsh solutions.\nThis includes but is not limited to: renewal management, escalating client needs internally, tracking follow up for client inbound questions, resolving invoice questions or changes, and processing downgrades, cancellations, and export requests.\nHow will you contribute?\nRespond to inbound customer calls in a prompt manner \nResolve service problems by clarifying the customer's complaint, determining the cause of the problem, and explaining the best solution to solve the problem\nAnalyze customer contract, invoices, or billing related issues to identify necessary action to address client need \nTrack activity in Salesforce and accurately logs outcomes of customer discussions \nProcess customer account or billing adjustments \nConsistently meet or exceed time to resolution targets \nPartner with other internal teams to ensure client’s needs and resolution with escalated issues are being met.\nWhat will you bring?\n1+ years’ experience with customer success, or inside sales preferably for the financial industry or similar highly regulated industry.\nSelf-motivation with a proven ability to perform well under pressure to meet goals and deadlines.\nExcellent written and verbal English communication, along with strong listening, influencing, and training skills.\nHigh-reaching, tenacious and results driven.\nValidated ability to work both independently and in a group environment.\nExcellent organization, documentation, and time management skills.\nExperience using Salesforce or equivalent CRM solution is a 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