Scale Customer Success Manager

About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Please take a look at remote.com/handbook to learn more about our culture and what it is like to work here. Not only do we encourage folks from all ethnic groups, genders, sexuality, age and abilities to apply, but we prioritize a sense of belonging. You can check out independent reviews by other candidates on Glassdoor or look up the results of our candidate surveys to see how others feel about working and interviewing here.

All of our positions are fully remote. You do not have to relocate to join us!

The position

This is an exciting time to join Remote and make a personal difference in the global employment space as a SMB Customer Success Manager, joining our Customer Experience team.

The Scale Customer Success Manager acts as the customer’s trusted advisor and advocate, at scale. The key to success in this role is to build and grow an ongoing healthy relationship with each customer and to preserve our current business and grow our customers into life-long partners.

What this job can offer you

• Responsibility for the customer journey, starting with customer onboarding and own client retention & expansion.
• Ownership of client retention and expansion.
• The challenge of upselling, cross-selling and managing campaigns and product promotion, as well as introducing new features to our clients.
• The opportunity of Account Management and long term Customer relationship management.
• Understanding of monitoring of customer complaints shared either directly by clients, sales, or internally by another team. You would reach out to provide assistance and help solve any concerns or problems.
• The ability to collect customer feedback regularly and share with our Product, Sales, Global Operations, Finance, Legal, and Growth teams.
• The opportunity to become a trusted partner to the customer for use-cases and product functionality, while ensuring delivery model is focused on quality and customer success outcomes. You can help educate and train customers on key information and processes to set them up for success.

What you bring

• 1-3 year’s experience in Customer Success / Sales ideally within a product and tech-focused environment.
• Proven track record of growing and developing customers, with a keen ability to understand a client’s needs and suggest targeted solutions to further enhance growth opportunities.
• Experience working with a large book of clients (200+).
• Excellent attention to detail.
• A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals.
• Successful experience writing, speaking, and presenting to customers and stakeholders.
• Fluent English, both written and spoken.

Practical

• You'll report to: Manager of Customer Success
• Team: Customer Success
• Location: Anywhere in the World
• Start date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce.  We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is $22,880 USD to $77,240 USD. Our salary ranges are det