Scale Customer Success Manager

Summary

Join Remote as a Customer Success Manager and become a trusted advisor for our customers, 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. Responsibilities include managing the entire customer journey, owning client retention and expansion, managing campaigns and product promotion, ensuring quality delivery, monitoring customer complaints, gathering feedback, educating customers, and becoming a global HR expert on Remote's products and services. The role requires expertise in the customer lifecycle, a proven track record of customer growth, project management skills, excellent attention to detail, problem-solving abilities, strong communication skills, and fluency in English. Remote offers competitive compensation and benefits, including flexible paid time off, flexible working hours, 16 weeks of paid parental leave, mental health support, stock options, and more. The company embraces a remote-first culture and values work-life balance.

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

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