Core Customer Success Manager EMEA

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!

What this job can offer you

• As a Core Customer Success Manager you'll be collaborating with the Core Customer Success team to ensure continuity of care and customer retention for their books of business. You will be a trusted advisor and advocate for our customers, building relationships, engaging in creative problem solving, and collaborating with Sales to identify potential expansion opportunities. You will maintain a rotating book of business based on coverage and workload requirements, as well as engaging in any special projects that require Customer Success Manager input, to advocate for customer needs.

What you bring

• A strong expertise in the customer lifecycle, with particular emphasis on the customer retention, churn mitigation, and business reviews

• 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.

• 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 a company and how to address

• them in writing, speaking, and presenting.

• Excellent adaptability, with the ability to take over and confidently manage a wide

• variety of customer needs and projects at any given time.

• A strong collaborative attitude

• Fluent written and spoken English, with well-structured communication skills.

Key Responsibilities 

• Work in partnership with Customer Success peers to seamlessly ensure business continuity on a rotating basis.

  Use Remote’s internal tools to flag and document customer updates in detail.

  Collaborate with Sales on customer expectations.

  Identify and leverage upselling and cross-selling opportunities.

  Share customer feedback to improve team processes.

  Act as a trusted advisor on product functionality.

  Ensure high-quality service delivery.

  Educate and train customers on product use.

  Monitor customer health to prevent churn and manage escalations.

Practicals

• You'll report to: Manager of Core Customer Success
• Team: Core 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 to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is $38,200 to $85,950. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, busi