Scale Customer Success Manager

Summary

Join Remote as a Customer Success Manager and become a trusted advisor for our clients, ensuring seamless onboarding and fostering long-term partnerships. You will focus on customer retention and growth, acting as the go-to expert on product functionality and solutions. This fully remote position offers flexible hours and asynchronous work, allowing you to plan your schedule around your life. Remote prioritizes a sense of belonging and encourages applications from all backgrounds. The role involves managing the entire customer journey, from onboarding to long-term relationship management, and identifying upselling and cross-selling opportunities. You will also gather customer feedback and share it with various teams to improve our products and services.

Requirements

• 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

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