Manager, Scale Customer Success

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!

The position

This is an exciting time to join Remote and make a personal difference in the global employment space as a Manager, Scale Customer Success, joining our Customer Success team.

As a Manager, Scale Customer Success you will be overseeing and managing the day to day operations of a Scale Customer Success Team. You will support the team to build and grow an ongoing healthy relationship with our customers, preserve our current business and grow our customers into long term partners. The position requires a thorough working knowledge and understanding of the Remote product and services. The successful candidate must have strong leadership and organizational skills with an ability to plan, innovate, prioritize and execute tasks in an efficient manner without sacrificing quality, or accuracy. Additional responsibilities include deep-dive analysis of various database metrics, collaboration with supporting teams (Benefits, Payroll, Legal, Onboarding, etc.) and full accountability/responsibility for the reporting of the team.

What you bring

• 3-5 years of experience in managing a customer success or sales team, ideally in a product and tech-focused environment.
• Exceptional ability to communicate and foster positive business relationships.
• Technical skills required, as they relate to the use and troubleshooting of the product and company tools.
• Experience in managing a diverse group and training each according to company standards and business needs.
• Ability to establish milestones and keep all team members on task.
• Experience analyzing and optimizing the existing processes in the Customer Success department.
• Deep understanding of customers concerns and thought process regarding the use of products, and the ability to troubleshoot as needed.
• Passion for problem solving and coordinating the execution of strategies or escalations across a wide variety of technical and customer verticals.
• Experience in sales expansion and retention, with notable outcomes of success with the targets/quotas.
• Writes and speaks fluent English, well structured communication skills.
• It's not required to have experience working remotely, but considered a plus.

Key Responsibilities

• Coaches and mentors a team of Scale Customer Success Managers to achieve defined performance metrics (measured weekly, monthly, quarterly).
• Oversees and is responsible for the onboarding process and training of new Scale Customer Success Managers, including the appointment of a mentor/buddy.
• Ensures the team is following Remote established guidelines, and lead the innovation of new processes.
• Ensures that the timely quarterly review of team is met, as well as conducting individual touch points each month, at a minimum.
• Ensures team members are providing the best value assessments for customers through review of metrics for completed casework.
• Develops reports for an effective team dashboard and works to refine & improve processes.
• Plans and leads weekly team meetings.
• Daily monitoring and distribution of tasks, projects, and cases amongst the team to ensure department case queues and SLAs are met.
• Collaborate with all internal departments for process development, implementation and innovation.
• Oversee the ongoing customer relationship process to ensure each customer is fully invested in Remote services and expertise, as well as additional services as applicable with the goal of retention and client loyalty.
• Develop an in-depth understanding of each CSMs client base and coach the team to clearly define and achieve their purpose, needs, goals, and objectives.
• Identify client business needs and goals to develop a targeted path of savings and efficiencies using value adding best practices, data appl