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

As a Customer Success Manager, 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

• Take responsibility for the entire customer journey, from onboarding to long-term relationship management.
• Own client retention and expansion, identifying upselling and cross-selling opportunities from the Onboarding phase..
• Manage campaigns and product promotion, and introduce new features to clients.
• Ensure delivery model is focused on quality and customer success outcomes.
• Monitor customer complaints and provide assistance to solve any concerns or problems.
• Gather customer feedback regularly and share with our Product, Sales, Global Operations, Finance, Legal, and Growth teams.
• Educate and train customers on key information and processes to set them up for success.
• Become a global HR expert, sharing your expertise on all of Remote’s products and services with our customers, especially in Employer of Record, Global Payroll, and Contractor management.

What you bring

• Take responsibility for the entire customer journey, from onboarding to long-term relationship management.
• Own client retention and expansion, identifying upselling and cross-selling opportunities from the Onboarding phase..
• Manage campaigns and product promotion, and introduce new features to clients.
• Ensure delivery model is focused on quality and customer success outcomes.
• Monitor customer complaints and provide assistance to solve any concerns or problems.
• Gather customer feedback regularly and share with our Product, Sales, Global Operations, Finance, Legal, and Growth teams.
• Educate and train customers on key information and processes to set them up for success.
• Become a global HR expert, sharing your expertise on all of Remote’s products and services with our customers, especially in Employer of Record, Global Payroll, and Contractor management.

We would consider a plus:

• Knowledge of how global organizations and start-ups work. 
• Readiness to work in a fast-paced environment.
• Understanding of remote working.

Practical

• You'll report to: Manager of Customer Success
• Team: Customer Success
• Location: EMEA
• 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