Manager, Scale Customer Success

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.

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

• 3-5 years of 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: 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.

Please note we accept applications on an ongoing basis. 

Apply