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Manager, Scale Customer Success (AMER)

Remote-Central America

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!

The position

This is an exciting time to join Remote and make a personal difference in the global employment space as a Manager, Scale Customer Success, joining our Customer Success team.

As a Manager, Scale Customer Success you will be overseeing and managing the day to day operations of a Scale Customer Success Team. You will support the team to build and grow an ongoing healthy relationship with our customers, preserve our current business and grow our customers into long term partners. The position requires a thorough working knowledge and understanding of the Remote product and services. The successful candidate must have strong leadership and organizational skills with an ability to plan, innovate, prioritize and execute tasks in an efficient manner without sacrificing quality, or accuracy. Additional responsibilities include deep-dive analysis of various database metrics, collaboration with supporting teams (Benefits, Payroll, Legal, Onboarding, etc.) and full accountability/responsibility for the reporting of the team.

What you bring

  • Proven experience in managing a customer success or sales team, ideally in a product and tech-focused environment.
  • Exceptional ability to communicate and foster positive business relationships.
  • Technical skills required, as they relate to the use and troubleshooting of the product and company tools.
  • Experience in managing a diverse group and training each according to company standards and business needs.
  • Ability to establish milestones and keep all team members on task.
  • Experience analyzing and optimizing the existing processes in the Customer Success department.
  • Deep understanding of customers concerns and thought process regarding the use of products, and the ability to troubleshoot as needed.
  • Passion for problem solving and coordinating the execution of strategies or escalations across a wide variety of technical and customer verticals.
  • Experience in sales expansion and retention, with notable outcomes of success with the targets/quotas.
  • Writes and speaks fluent English, well structured communication skills.
  • It's not required to have experience working remotely, but considered a plus.

Key Responsibilities

  • Coaches and mentors a team of Scale Customer Success Managers to achieve defined performance metrics (measured weekly, monthly, quarterly).
  • Oversees and is responsible for the onboarding process and training of new Scale Customer Success Managers, including the appointment of a mentor/buddy.
  • Ensures the team is following Remote established guidelines, and lead the innovation of new processes.
  • Ensures that the timely quarterly review of team is met, as well as conducting individual touch points each month, at a minimum.
  • Ensures team members are providing the best value assessments for customers through review of metrics for completed casework.
  • Develops reports for an effective team dashboard and works to refine & improve processes.
  • Plans and leads weekly team meetings.
  • Daily monitoring and distribution of tasks, projects, and cases amongst the team to ensure department case queues and SLAs are met.
  • Collaborate with all internal departments for process development, implementation and innovation.
  • Oversee the ongoing customer relationship process to ensure each customer is fully invested in Remote services and expertise, as well as additional services as applicable with the goal of retention and client loyalty.
  • Develop an in-depth understanding of each CSMs client base and coach the team to clearly define and achieve their purpose, needs, goals, and objectives.
  • Identify client business needs and goals to develop a targeted path of savings and efficiencies using value adding best practices, data application, and reporting and benchmarking.
  • Practice continuous learning and improvement for self and team to remain current and become SME on existing and new Remote products, accessories, integrated products and services.
  • Properly utilize and document all interactions in Notion, Zendesk, Salesforce, including problem resolution, and relevant customer information.

What this job can offer you

  • Responsibility for a team of Scale Customer Success Managers.
  • Build and improve processes for customer onboarding, and client retention & expansion.
  • Mentor and coach a team on upselling, cross-selling and product promotion, as well as introducing new features to our clients.
  • Work with a team of Scale Customer Success Managers and accompany them in their career path & professional growth.
  • The opportunity to define long term Account Management & Customer relationship management.
  • Interact with our Product, Sales, Global Operations, Finance, Legal, and Growth teams, and implement processes to drive improvement of the customer experience.
  • Define long term strategy for a brand new team in Remote’s Customer Success organization, and implement changes based on client feedback and company growth.

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.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is between $40.950 USD to $138.250 USD. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

Benefits

You can learn more about the benefits we're offering to all internal employees at Remote by visiting our public Benefits & Perks Handbook page.

Practical

  • You'll report to: Director of Customer Success
  • Team: Customer Success
  • Location: AMER/LATAM
  • Start date: As soon as possible

Application process

  1. (async) Profile review
  2. Interview with recruiter
  3. (async) Small challenge
  4. (async) Challenge Review
  5. Interview with future manager
  6. Interview with team members (no managers present)
  7. Interview with VP of Customer Success
  8. (async) Offer
  9. Reference emails

How to apply

Please fill out the form below. Don't forget to add your CV (ideally as a PDF) and a cover letter (at most a single page) explaining why do you think there's a match between this particular role and your profile. Thank you!

See how to convert your CV to PDF here.

If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

Need help? Email hiring@remote.com

Important

Due to high applicant volume, we might take a bit longer to get back you. Please be patient with us.

 

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:
  • 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

How you’ll plan your day (and life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

How to apply

  1. Please fill out the form below and upload your CV with a PDF format.
  2. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
  3. If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.

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. 

Please note we accept applications on an ongoing basis. 

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When you apply to a job on this site, the personal data contained in your application will be collected by Remote, which consists in a network of legal entities. However, for data protection purposes the entities in control of all personal data processed in connection with your application are:

  • Remote Europe Holding, B.V., a company registered in the Netherlands under number 7403597 at Landmeter 25, 1566MP, Assendelft; and
  • Remote Technology Services, Inc., a company registered in the United States of America under number 7946800 at 1209 Orange St, Wilmington, DE 19801;

collectively referred to as 'Controller'.

Controller’s data protection is handled by our Data Protection Officer, who can be contacted at dpo@remote.com. Your personal data will be processed for the purposes of managing the Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation - GDPR) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be stored with Greenhouse Software, Inc., a cloud services provider located in the USA and engaged by the Controller to help manage its recruitment and hiring process on the Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this website. Because the European Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer (to both Greenhouse and Persona) will be subject to additional appropriate safeguards in the form of pre-approved standard contractual clauses. You can obtain a copy of the standard contractual clauses by contacting us at dpo@remote.com.

If your application is successful, the Controller will make an offer for employment which may be conditional on you passing a few additional checks, such as an ID verification check and employment history check. We conduct these checks via Veremark Ltd (United Kingdom) and Persona Identities, Inc. (USA). You will receive an additional notice if and when the Controller requires these checks.

Your personal data will be retained by the Controller as long as the Controller determines it is necessary to evaluate your suitability for the role you are applying for, but in any event for no longer than a year. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data is restricted. You also have the right to data portability and the right to lodge a complaint with a data protection authority.

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When you apply to a job at Remote on this site, the personal data contained in your application will be collected by Remote, which consists in a network of legal entities. However, for data protection purposes the entities in control of all personal data processed in connection with your application are:

  • Remote Europe Holding, B.V., a company registered in the Netherlands under number 7403597, at Kraijenhoffstraat 137A, 1018RG Amsterdam, The Netherlands; and
  • Remote Technology Services, Inc., a company registered in the United States of America under number 7946800 at 1209 Orange St, Wilmington, DE 19801;

collectively referred to as 'Controller'.

Controller’s data protection is handled by our Data Protection Officer, who can be contacted at dpo@remote.com. Your personal data will be processed under Regulation (EU) 2016/679 (General Data Protection Regulation - GDPR) for the purposes of managing the Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of GDPR as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be stored with Greenhouse Software, Inc., a cloud services provider located in the USA and engaged by the Controller to help manage its recruitment and hiring process on the Controller’s behalf. Accordingly, if you are located in the EU, your personal data will be transferred to the United States once you submit it through this website. Greenhouse Software, Inc. is an active participant the EU-U.S. Data Privacy Framework program.

If your application is successful, the Controller will make an offer for employment which may be conditional on you passing a few additional checks, such as an ID verification check and employment history check. We conduct these checks via Veremark Ltd (United Kingdom) and Persona Identities, Inc. (USA). You will receive an additional notice if and when the Controller requires these checks.

If you are applying for a position reserved for persons with disabilities, then please be aware that we will ask you to provide documentation to validate your disability status. Your sensitive data will be processed to comply with our legal obligations in the field of employment and social security and social protection law.

Your personal data will be retained by the Controller as long as the Controller determines it is necessary for its legitimate interest under 6(1)(f) of GDPR *(to evaluate your suitability for the role you are applying for) but in any event for no longer than a year.

Under GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data is restricted. You also have the right to object and the right to lodge a complaint with a data protection authority.

Please acknowledge this Privacy notice:

Voluntary Self-Identification Questions

Voluntary Self-Identification

Remote is an Equal Employment Opportunity employer and as such it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences.Through the below self-identification survey, we invite you to share your demographic information.

This information will be used to ensure that our hiring process is inclusive and that people of all backgrounds are represented in our talent pool.

All answers are anonymous and will not be tied to your job application or candidate profile.
The data will be aggregated and only used internally to inform our hiring strategies and processes to ensure we are actively working toward creating access to opportunities among under-represented groups and increasing our teams’ diversity. 

The access to the collected data is limited on a need-to-know basis.
These questions are optional and voluntary, and will not have any impact on hiring outcomes.

Visit the Remote Handbook to read more about how diversity, equity, and inclusion are a way of life at Remote.

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