Scale Customer Success Manager EMEA

Job Description

Remote is seeking a Customer Success Manager to join their team. This role is remote and based in the EMEA region. The Customer Success Manager will be a trusted advisor and advocate for customers, ensuring a smooth onboarding process, building strong relationships, and fostering long-term partnerships. The focus is on customer retention and growth, acting as the customer's go-to expert on product functionality and solutions.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.

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.

Remote Offers:

• Work from anywhere
• Flexible paid time off
• Flexible working hours
• 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