Customer Success Manager

Summary

Join Remote as a Customer Success Manager and become a trusted advisor for our customers, ensuring a seamless onboarding experience and fostering long-term partnerships. You will be responsible for client retention and growth, identifying upselling and cross-selling opportunities. The role involves managing campaigns, introducing new features, monitoring customer complaints, and gathering feedback to share with various teams. You will educate and train customers on Remote's products and services, particularly in Employer of Record, Global Payroll, and Contractor management. This fully remote position offers a competitive salary and benefits package, including flexible paid time off, flexible working hours, and 16 weeks of paid parental leave.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• Knowledge of how global organizations and start-ups work
• Readiness to work in a fast-paced environment
• Understanding of remote working

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are async )
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co-working spaces