Senior Core Customer Success Manager

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!

What this job can offer you

• This is an exciting time to join Remote and make a personal difference in the global employment space as a Senior Core Customer Success Manager, as part of our Customer Experience team.
• As a senior member of the team, you will be responsible for the more complex, large or high-potential customers, where we may be facing bigger challenges in order to ensure the highest level of Customer Satisfaction.
• You will also be responsible for mentoring and managing less senior Customer Success team members.

What you bring: 

• Experience in Senior/Enterprise CSM capacity.
• Experience managing complex large clients (50+ employees) autonomously.
• This role requires strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations.
• Ability to understand the business requirements and technical problems and help them with best practices and the right next action. Functional knowledge of Remote service and our platforms.
• Proven track record of building relationships with senior customer executives in enterprise or strategic accounts. Experience in managing different levels of leadership team engagement a regular basis required.
• Identify new opportunities: up-sell, cross-sell, additional training.
• Effective communicator both externally (with clients) and internally, with Product, Sales, Operational & Support Teams.
• Experience mentoring new team members.
• Fluent written and spoken English, and well structured communication skills in speaking & writing.
• It's not required to have experience working remotely, but considered a plus.

Key Responsibilities 

• Develop a deep understanding of the customer's business and technical objectives, partner with them to build a strategic joint success plan with identified objectives, milestones and measurable KPIs to achieve the outcomes.
• Take responsibility for the entire customer journey, grow them into long term partners, and own client retention & expansion.
• Identifying upselling & cross-selling opportunities, and managing campaigns and product promotion, as well as introducing new features to our clients.
• Apply domain/technical knowledge of Remote platform, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer’s success plan.
• Partner with customer-facing account teams and executives (sales, support, professional services, engineering, product, and partners) on overall platform success.
• Accelerate customer’s P2V (Purchase to Value) journey and thereby help to protect recurring renewal revenue and expand customer NRR (Net Retention Rate).
• Engage regularly and develop deep relationships with customer stakeholders including business and technical teams.
• Coordinate small customer projects.
• Maintain knowledge of market trends and competitive insights and act as Remote evangelist with customers, partners, and ecosystem communities.

Practicals

• You'll report to: Director, Customer Success
• Team: Customer Experience - Customer Success Management
• Location: EMEA
• 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 $45,500 to $102,400. 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. Exercise stage
2. Interview with recruiter
3. Interview with Manager, CSM + CSM team member
4. Interview with Director, CS
5. Bar Raiser Interview 
6. Prior employment verification check 

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. 

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