Scale Customer Success Manager, AMER

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.

At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here. 

All of our positions are fully remote. You do not have to relocate to join us!

About Remote

Remote is the only global HR platform you’ll ever need. Run global HR like a local in every country. Approve payroll, manage your team, find qualified candidates, and consolidate your HR data, all on one platform. You can learn more about how it works here. We're backed by A+ investors and our team is world-class, literally and figuratively, as we're all scattered around the world.

Check out our public handbook (at remote.com/handbook) to learn more about our culture. We encourage folks from all ethnic groups, genders, sexualities, ages, and abilities to apply. You can also check out independent reviews by other candidates on Glassdoor. If this job description resonates with you, we want to hear from you!

All of our positions are fully remote. You do not have to relocate to join us!

How we work

We thrive on asynchronous work, allowing flexible schedules. We empower ownership and proactive action.

The Role

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 do you bring:

• Expertise in the customer lifecycle, with particular emphasis on the Onboarding phase
• Proven track record of growing and developing customers, with a keen ability to understand client needs and suggest targeted solutions.
• Ability to manage implementation/onboarding projects and working with a large book of clients..
• Excellent attention to detail.
• A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals.
• Deep understanding of the different stakeholders in your book of business and how to address them in writing, speaking, and presenting.
• Fluent written and spoken English, with well-structured communication skills.

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.

What will you do:

• 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.