Scale Customer Success Manager, AMER

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 Customer Success Manager, 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 do you bring:

• 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.

We would consider a plus:

• Knowledge of how global organizations and start-ups work.
• Readiness to work in a fast-paced environment.
• Understanding of remote working.

What will you do:

• 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 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 $29,100 USD to $60,000 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.

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.

Application process

1. Interview with recruiter
2. Interview with future manager
3. Interview with team members (no managers present)
4. Bar Raiser Interview
5. Prior employment verification check 

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Benefits

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.