Senior 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!

What this job can offer you

• Take responsibility for the customer journey, starting with customer onboarding.
• Upsell campaigns and product promotion, as well as introducing new features to our clients. Account Management and long term Customer relationship management.
• Monitor customer complaints shared either directly by clients, sales, or internally by another team and reach out to provide assistance and help solve any concerns or problems. Educating and training customers on key information and processes to set them up for success.
• Gather customer feedback regularly and share with our Product, Sales, Global Operations, Finance, Legal, and Growth teams. while being the trusted partner for the customer on use-case and product functionality.
• Ensure delivery model is focused on quality and customer success outcomes. Monitoring account/ customer health, to prevent Churn, and managing escalations.
• Work closely with the Sales team and help ensure the right expectations are set to customers.
• Ensure that strategic or premium clients receive an elevated level of service, including meeting escalated SLAs and client expectations.
• Identify and lead key projects for improvement with other verticals, acting as customer advocate.

What you bring

• Several years experience in Customer Success, ideally within a product and tech-focused environment.
• Track record of growing and developing large or VIP customers, and meeting tactical business targets.
• Excellent attention to detail, and in-depth analysis of complex queries.
• A real passion for creative problem-solving and executing effective strategies across a wide variety of technical scenarios and customer verticals.
• Successful experience writing, speaking, and presenting to customers and stakeholders, and in particular excelling at breaking down complex issues in a clear, organized manner.
• Writes and speaks fluent English, well structured communication skills (spoken and written).
• Experience delivering or contributing to new company policies, workflows or departmental projects beyond work with customers is an asset.
• Experience working in a global organization and start-up environment is preferred, but not required.

Practicals

• You'll report to: Manager of Customer Success
• Team: Customer Success
• Location: For this position we welcome everyone to apply, but we will prioritise applications from the following locations as we encourage our teams to diversify; NORAM or LATAM - must work in Americas timezones
• 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.

For U.S. applicants: Across all US locations, the base salary range for this full-time position is $120,000 to $144,000. Our salary ranges are determined by role, level and location, and our job ti