Strategic Customer Success Manager

Cloudera, Inc.

Job Overview

Location

Costa Rica-Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Strategic Customer Success Manager at Cloudera, you will serve as a trusted advisor and advocate for the company’s highest-profile enterprise customers, ensuring their successful adoption and realization of value from Cloudera’s data platform solutions. This role is critical in driving customer outcomes by aligning internal resources with customer business objectives, managing success plans end-to-end, and acting as the primary liaison between Cloudera and the customer throughout their journey.
• On a day-to-day basis, you will: exemplify strong customer-facing skills and stakeholder management by building trusted relationships with technical, business, and executive stakeholders; take ownership of the customer’s product adoption and success plan execution, ensuring milestones are met on agreed timelines; liaise and facilitate with key internal teams (Engineering, Product Management, Support, Professional Services, Training) and external stakeholders to align resources and resolve issues; demonstrate clear and concise communication in both verbal and written formats, tailoring messages to diverse audiences; maintain an ownership mentality over your customers’ outcomes, proactively identifying risks and opportunities; apply program and project management principles to plan, track, and report on success initiatives; manage stakeholder escalations with agility and diplomacy to achieve mutually agreeable outcomes; develop and leverage reports, dashboards, and data to summarize engagement status, health, and trends for internal and external audiences; analyze customer activity and data across Sales, Support, Professional Services, and Training to identify patterns, gaps, or risks and communicate actionable insights to stakeholders.
• You will join Cloudera’s Professional Services team, a global organization dedicated to helping enterprises unlock the full potential of their data through expert implementation, optimization, and ongoing support. Cloudera is a trusted data partner for the world’s largest enterprises, powering digital transformation with innovations rooted in the open source community. As a remote-based role in Costa Rica, you will collaborate with a diverse, international team while contributing to customer success across global markets.
• In this role, you will deepen your expertise in enterprise customer success, data platform technologies, and cross-functional stakeholder management. You will gain hands-on experience driving strategic outcomes in complex, regulated industries such as FSI, Telecommunications, Manufacturing, and Government. You will strengthen your ability to translate technical capabilities into business value, influence without authority, and lead customer journeys from adoption to expansion—positioning yourself for growth into senior customer success, account leadership, or solutions advisory roles within Cloudera or the broader tech industry.

🎯 Requirements

• Fluent English and Spanish language skills; Portuguese is a plus
• 5 or more years of relevant experience in customer success, account management, professional services, or a related field
• Experience with large-scale data platforms and software implementation/upgrade management
• Strong technology background in either a technical or business capacity
• Familiarity with project lifecycle management and complexities of project delivery
• Understanding of data management concepts and ITIL frameworks
• Experience with RDBMS systems (e.g., Oracle, MySQL, Teradata)
• Understanding of networking concepts
• Industry vertical experience in FSI, Telecommunications, Manufacturing, or Government is a plus
• Degree-level education or equivalent experience in a related field

🏖️ Benefits

• Generous PTO policy
• Support for work-life balance through Unplugged Days
• Flexible work-from-home (WFH) policy
• Mental and physical wellness programs
• Phone and internet reimbursement program
• Access to continued career development opportunities
• Comprehensive benefits and competitive compensation packages
• Paid volunteer time
• Employee Resource Groups (ERGs)

Skills & Technologies

MySQL

Remote

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Cloudera, Inc.

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About Cloudera, Inc.

Cloudera, Inc. provides an enterprise data cloud platform for analytics and machine learning. Its software combines data engineering, data warehousing, and AI workloads on hybrid and multi-cloud environments. Built around open-source technologies like Apache Hadoop, Spark, and Kafka, it offers unified security, governance, and metadata management. Customers use Cloudera Data Platform to ingest, store, analyze, and model large-scale data for business intelligence and real-time insights. The company serves financial services, healthcare, telecommunications, and public sector organizations worldwide.

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