Jobs and Careers

Senior Core Customer Success Manager

Remote-EMEARemotefull_timeVerifiedPosted 19 Mar 2025

💰 $102,400/yr($45,500/yr – $102,400/yr)

About the role

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.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

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

What this job can offer you

This is an exciting time to join Remote and make a personal difference in the global employment space as a Senior Core Customer Success Manager, as part of our Customer Experience team.
As a senior member of the team, you will be responsible for the more complex, large or high-potential customers, where we may be facing bigger challenges in order to ensure the highest level of Customer Satisfaction.
You will also be responsible for mentoring and managing less senior Customer Success team members.

What you bring:

Experience in Senior/Enterprise CSM capacity.
Experience managing complex large clients (50+ employees) autonomously.
This role requires strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations.
Ability to understand the business requirements and technical problems and help them with best practices and the right next action. Functional knowledge of Remote service and our platforms.
Proven track record of building relationships with senior customer executives in enterprise or strategic accounts. Experience in managing different levels of leadership team engagement a regular basis required.
Identify new opportunities: up-sell, cross-sell, additional training.
Effective communicator both externally (with clients) and internally, with Product, Sales, Operational & Support Teams.
Experience mentoring new team members.
Fluent written and spoken English, and well structured communication skills in speaking & writing.
It's not required to have experience working remotely, but considered a plus.

Key Responsibilities

Develop a deep understanding of the customer's business and technical objectives, partner with them to build a strategic joint success plan with identified objectives, milestones and measurable KPIs to achieve the outcomes.
Take responsibility for the entire customer journey, grow them into long term partners, and own client retention & expansion.
Identifying upselling & cross-selling opportunities, and managing campaigns and product promotion, as well as introducing new features to our clients.
Apply domain/technical knowledge of Remote platform, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer’s success plan.
Partner with customer-facing account teams and executives (sales, support, professional services, engineering, product, and partners) on overall platform success.
Accelerate customer’s P2V (Purchase to Value) journey and thereby help to protect recurring renewal revenue and expand customer NRR (Net Retention Rate).
Engage regularly and develop deep relationships with customer stakeholders including business and technical teams.
Coordinate small customer projects.
Maintain knowledge of market trends and competitive insights and act as Remote evangelist with customers, partners, and ecosystem communities.