Senior Scale Customer Success Manager - AMER

About Remote

Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote.

We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.   If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work!

About Remote

Remote is the only global HR platform you’ll ever need. Run global HR like a local in every country. Approve payroll, manage your team, find qualified candidates, and consolidate your HR data, all on one platform. You can learn more about how it works here. We're backed by A+ investors and our team is world-class, literally and figuratively, as we're all scattered around the world.

Check out our public handbook (at remote.com/handbook) to learn more about our culture. We encourage folks from all ethnic groups, genders, sexualities, ages, and abilities to apply. You can also check out independent reviews by other candidates on Glassdoor. If this job description resonates with you, we want to hear from you!

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

How we work

We thrive on asynchronous work, allowing flexible schedules. We empower ownership and proactive action.

The Role

As a Senior Customer Success Manager for our SMB segment, you'll be a trusted advisor and advocate for our customers, ensuring a seamless onboarding experience, building strong relationships, and fostering long-term partnerships. The role focuses on customer retention and growth, acting as the customer's go-to expert on product functionality and solutions.

What this job can offer you

• An opportunity to join a hyper growth company that’s disrupting the way we hire and manage globally
• A role where you can take full ownership of what and how you do it, in line with Remote’s flexible working policies
• A team of talented individuals that are constantly trying to improve and help each other: you’ll never feel like you’re on your own

What you bring:

• A strong expertise in the customer lifecycle, with particular emphasis on customer retention, churn mitigation, and onboarding
• Proven track record of growing and developing customers, with a keen ability to understand client needs and suggest targeted solutions.
• Extensive knowledge of managing complex implementation/onboarding projects and working with a medium-sized book of clients (40-60 customers).
• Excellent attention to detail.
• A strong passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals.
• Deep understanding of the different stakeholders in your book of business and how to address them in writing, speaking, and presenting.
• Writes and speaks fluent English
• It's not required to have experience working remotely, but considered a plus

Key Responsibilities

• Manage the entire customer journey, fostering long-term partnerships.
• Set and achieve Success Plans with your customers on a regular basis.
• Collaborate with Sales and Product on customer expectations.
• Identify and leverage upselling and cross-selling opportunities.
• Share customer feedback to improve team processes and product features.
• Act as a trusted advisor on product functionality.
• Ensure high-quality service delivery, working with other verticals to ensure issues are adequately triaged and prioritised.
• Educate and train customers on product use, widening adoption across our different products
• Monitor customer health to prevent churn and manage escalations.

Practicals

• You'll report to: Manager, Scale Customer Success
• Direct reports: N/A
• Team: Scale Customer Success Team
• Location: For this position we welcome everyone to apply, but we will prioritise applications from the following locations as we encourage our teams to diversify;
• Start date: As soon as