Scaled Customer Success Manager - EMEA

RemoFirst is transforming the way businesses hire and manage global teams. Our mission is to enable Freedom of Work by providing an all-in-one global HR platform that simplifies hiring, compliance, payroll, and benefits management. We partner with some of the world’s most innovative companies, including Fortune 500 businesses and leading startups.   We are a small but strong team of 200+ people (and growing) hyper-focused on delivering a world-class platform and unparalleled service with our industry-leading partnerships. To help accelerate our growth and pace of delivery, we are looking for a Strategic Customer Success Manager - Americas.     The RemoFirst team is made up of problem solvers and overachievers, and we seek out others who are also passionate and relentless in their respective missions.  The Customer Experience and Growth team sits at the heart of RemoFirst, and supports clients from the moment they hire their first employee through our platform, and for the lifetime of their global employment journey.  We work closely with our Sales, Product, and Finance colleagues to deliver a world-class experience.  We also support our clients’ global employees in collaboration with our network of local partners.   We are looking for a Customer Success Manager, you will be responsible for advising and proactively guiding customers and their employees through the global employment process. You will support their onboarding onto the RemoFirst platform and then be their point of contact for any future needs. your responsibilities will include:

What you'll be doing:

• Retention & Health
• Own the health and retention of a defined portfolio of customers, ensuring consistent value realization and satisfaction.
• Partner cross-functionally (Support, Onboarding, Offboarding, Payroll, Finance and BOps etc.) to proactively resolve issues affecting client experience or employee experience
• Develop and execute customer health and retention strategies, using data and feedback to anticipate risks and drive recovery plans.
• Maintain accurate and current records of customer health, sentiment, and engagement in HubSpot and the platform.
• Activation
• Partner with Hiring Success Managers (HSMs) and clients to ensure that committed FTE hires under the MSA are activated efficiently and on time.
• Identify and remove operational blockers to speed up time-to-revenue and time-to-value.
• Provide feedback and insights to improve activation processes and onboarding experience.
• Expansion
• Identify strategic expansion opportunities across products, countries.
• Educate customers on new platform capabilities and complementary services (e.g., RemoVisa, RemoTech, RemoPlus).
• Influence buying decisions through trusted relationships and data-backed recommendations.
• Maintain a consultative approach, focusing on long-term customer success and retention-driven growth.
• Customer Advocacy
• Cultivate customer advocates by driving strong outcomes and satisfaction.
• Encourage positive public feedback (e.g., G2 reviews, case studies, testimonials).
• Partner with Marketing to spotlight success stories that elevate the RemoFirst brand.
• Advisory & Expertise
• Act as a trusted advisor on global employment, providing clients with informed guidance on country-specific employment practices, supported by our internal resources and local expert network.
• Keep internal knowledge bases up to date with new learnings and regulatory changes.
• Stay informed about RemoFirst product releases to serve as a platform expert and communicate relevant updates to clients.
• Internal Collaboration & Feedback
• Provide structured feedback from clients to Product, Operations, and Leadership teams to influence roadmap and service improvements.
• Contribute to CXG process optimization projects, documentation, and best practice development.
• Support cross-functional collaboration initiatives aimed at reducing ticket escalations and improving overall efficiency.

What you'll need:

• 2+ years of experience in Account Management, Customer Support/Customer Success related roles, ideally in a SaaS platform business.
• Experience working in global HR, Payroll or Global Mobility.

How you’ll work:

 
• Clear communication and strategic thinking, as we’re working with many people from all over the world, it’s important for us to communicate, quickly adapt and relay information in different ways.
• Time Management.