Senior Scale Customer Success Manager - AMER
About Remote
We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.
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 Senior Customer Success Manager for our SMB segment, 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 this job can offer you
- An opportunity to join a hyper growth company that’s disrupting the way we hire and manage globally
- A role where you can take full ownership of what and how you do it, in line with Remote’s flexible working policies
- A team of talented individuals that are constantly trying to improve and help each other: you’ll never feel like you’re on your own
What you bring:
- A strong expertise in the customer lifecycle, with particular emphasis on customer retention, churn mitigation, and onboarding
- Proven track record of growing and developing customers, with a keen ability to understand client needs and suggest targeted solutions.
- Extensive knowledge of managing complex implementation/onboarding projects and working with a medium-sized book of clients (40-60 customers).
- Excellent attention to detail.
- A strong 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.
- Writes and speaks fluent English
- It's not required to have experience working remotely, but considered a plus
Key Responsibilities
- Manage the entire customer journey, fostering long-term partnerships.
- Set and achieve Success Plans with your customers on a regular basis.
- Collaborate with Sales and Product on customer expectations.
- Identify and leverage upselling and cross-selling opportunities.
- Share customer feedback to improve team processes and product features.
- Act as a trusted advisor on product functionality.
- Ensure high-quality service delivery, working with other verticals to ensure issues are adequately triaged and prioritised.
- Educate and train customers on product use, widening adoption across our different products
- Monitor customer health to prevent churn and manage escalations.
Practicals
- You'll report to: Manager, Scale Customer Success
- Direct reports: N/A
- Team: Scale Customer Success Team
- Location: For this position we welcome everyone to apply, but we will prioritise applications from the following locations as we encourage our teams to diversify;
- Start date: As soon as possible
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 36,950 USD to 103,900 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.
Application process
Roughly 2 hours across 6 weeks:
- Interview with recruiter
- Interview with Team Manager + Team Member
- Interview with Director of Customer Success
- Prior employment verification check
#LI-DNP
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.
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.
At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.
The annual salary range for this full-time position is
$36.95 - $103.90 USD
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
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
- Please fill out the form below and upload your CV with a PDF format.
- We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
- 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.
Please note we accept applications on an ongoing basis.
Apply for this job
*
indicates a required field