What are the responsibilities and job description for the Customer Success Manager position at RUCKUS Networks?
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:
The Customer Success Manager is responsible for driving customer value through strategic account planning and execution. Working closely with customers, they develop a strong understanding of business objectives, OKRs, and long-term priorities, aligning Ruckus solutions to deliver measurable outcomes. As the primary post-sales owner for mid- and lower-tier accounts within a defined vertical, they ensure consistent service delivery while building strong, trusted relationships.
The role takes ownership of renewals, supporting customer retention and long-term engagement, while also identifying opportunities for upselling, cross-selling, and service growth across assigned accounts. A strong focus on customer satisfaction ensures high retention and a positive overall experience.
Continuous improvement is a key aspect of the position, with responsibility for implementing CAPs, CIPs, and SIPs to enhance service performance and address customer challenges. The Customer Success Manager also ensures compliance with licensing, inventory tracking, and contractual obligations, helping to mitigate risk and maintain operational integrity.
In addition, they maintain working knowledge of Ruckus tools and platforms, providing customers with guidance to improve visibility, efficiency, and overall success.
Required Qualifications for Consideration:
Bachelor’s degree in computer science, information technology, Engineering, or related field; or equivalent practical experience.
Proven experience in Customer Success, Account Management, Technical Account Management, or equivalent in a technology / networking / SaaS environment.
Strong presentation skills and proficiency with PowerPoint (PPT) and documentation tools.
High data literacy: able to interpret dashboards, trends, and KPIs and convert them into clear narratives and recommendations.
Good product and technical understanding, ideally in networking or infrastructure,
Fundamental of AAA, DHCP, DNS, Firewall (FW), WIFI and related networking concepts.
Working knowledge of ITIL certification.
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
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.
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:
The Customer Success Manager is responsible for driving customer value through strategic account planning and execution. Working closely with customers, they develop a strong understanding of business objectives, OKRs, and long-term priorities, aligning Ruckus solutions to deliver measurable outcomes. As the primary post-sales owner for mid- and lower-tier accounts within a defined vertical, they ensure consistent service delivery while building strong, trusted relationships.
The role takes ownership of renewals, supporting customer retention and long-term engagement, while also identifying opportunities for upselling, cross-selling, and service growth across assigned accounts. A strong focus on customer satisfaction ensures high retention and a positive overall experience.
Continuous improvement is a key aspect of the position, with responsibility for implementing CAPs, CIPs, and SIPs to enhance service performance and address customer challenges. The Customer Success Manager also ensures compliance with licensing, inventory tracking, and contractual obligations, helping to mitigate risk and maintain operational integrity.
In addition, they maintain working knowledge of Ruckus tools and platforms, providing customers with guidance to improve visibility, efficiency, and overall success.
Required Qualifications for Consideration:
Bachelor’s degree in computer science, information technology, Engineering, or related field; or equivalent practical experience.
Proven experience in Customer Success, Account Management, Technical Account Management, or equivalent in a technology / networking / SaaS environment.
Strong presentation skills and proficiency with PowerPoint (PPT) and documentation tools.
High data literacy: able to interpret dashboards, trends, and KPIs and convert them into clear narratives and recommendations.
Good product and technical understanding, ideally in networking or infrastructure,
Fundamental of AAA, DHCP, DNS, Firewall (FW), WIFI and related networking concepts.
Working knowledge of ITIL certification.
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
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.
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