Scale Customer Success Manager, AMER

Job Description

Remote is seeking a Customer Success Manager to serve as a trusted advisor and advocate for customers. In this role, the individual will ensure a smooth onboarding experience, cultivate strong relationships, and promote long-term partnerships. The Customer Success Manager will focus on customer retention and growth, acting as the primary expert on product functionality and solutions.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.What this role involves:

• Taking responsibility for the entire customer journey, from onboarding to long-term relationship management.
• Owning client retention and expansion, identifying upselling and cross-selling opportunities from the Onboarding phase.
• Managing campaigns and product promotion, and introduce new features to clients.
• Ensuring delivery model is focused on quality and customer success outcomes.
• Monitoring customer complaints and provide assistance to solve any concerns or problems.
• Gathering customer feedback regularly and share with Product, Sales, Global Operations, Finance, Legal, and Growth teams.
• Educating and training customers on key information and processes to set them up for success.
• Becoming a global HR expert, sharing expertise on all of Remote’s products and services with customers, especially in Employer of Record, Global Payroll, and Contractor management.

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.

What 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.