Customer Success Manager

Irazu Labs is a boutique software development studio based in Costa Rica, serving clients in the technology and startup space. We work fully remotely with an async-first culture — we value clarity, autonomy, and results over screen time. We're looking for a freelance Customer Success Manager to act as the bridge between our clients and our technical team. Someone who reduces friction: clients always know what's happening, the team always knows what to do, and information doesn't get lost between meetings, chats, and emails. 👩🏻‍💻 What you'll do: - Facilitate client check-in sessions and product demos - Follow up proactively via email and chat (async) - Document project agreements, feedback, risks, blockers, and incoming requests - Turn conversations into clear action items for the team - Prepare concise status reports, next steps, and pending decisions - Help manage client expectations, priorities, and project scope - Use AI tools (Claude, ChatGPT, Gemini) to improve the quality of summaries, emails, and reports

📍 What we're looking for - Advanced Spanish and English — excellent written and verbal communication in both languages - Prior experience in Customer Success, Account Management, Project Coordination, Executive Assistance, or similar roles - Ability to communicate with clients in a professional, clear, and approachable way - Strong organization, autonomy, and judgment to prioritize without constant supervision - Effective use of generative AI tools - Comfort working with remote teams in dynamic environments - Ability to understand tech products and projects without being a technical person 💡 Nice to have - Experience in software, SaaS, tech startups, or digital agencies - Familiarity with tools like Asana, Jira, ClickUp, Notion, Slack, or HubSpot - Knowledge of agile methodologies (sprints, tickets, releases, QA) - Experience preparing reports for clients or leadership