Scale 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.

Please take a look at remote.com/handbook to learn more about our culture and what it is like to work here. Not only do we encourage folks from all ethnic groups, genders, sexuality, age and abilities to apply, but we prioritize a sense of belonging . You can check out independent reviews by other candidates on Glassdoor or look up the results of our candidate surveys to see how others feel about working and interviewing here.

All of our positions are fully remote. You do not have to relocate to join us!

What This Job Can Offer You

• Understanding of monitoring of customer complaints shared either directly by clients, sales, or internally by another team. You would reach out to provide assistance and help solve any concerns or problems.
• Ownership of client retention and expansion.
• The opportunity of Account Management and long term Customer relationship management.
• Responsibility for the customer journey, starting with customer onboarding and own client retention & expansion.
• The challenge of upselling, cross-selling and managing campaigns and product promotion, as well as introducing new features to our clients.
• The ability to collect customer feedback regularly and share with our Product, Sales, Global Operations, Finance, Legal, and Growth teams.
• The opportunity to become a trusted partner to the customer for use-cases and product functionality, while ensuring delivery model is focused on quality and customer success outcomes. You can help educate and train customers on key information and processes to set them up for success.

What you bring

• Experience working with a large book of clients (70+).
• Fluent English, both written and spoken.
• A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals.
• 1-3 year’s experience in Customer Success / Sales ideally within a product and tech-focused environment.
• Successful experience writing, speaking, and presenting to customers and stakeholders.
• Proven track record of growing and developing customers, with a keen ability to understand a client’s needs and suggest targeted solutions to further enhance growth opportunities.
• Excellent attention to detail.

Practical

• You'll report to: Manager of Customer Success
• Team: Customer Success
• Start date: As soon as possible
• Location: Anywhere in the World

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.

Application process

Roughly 4 hours across 6 weeks

• (async) Small challenge
• Interview with team members (no managers present)
• Interview with recruiter
• Prior employment verification check
• Interview with future manager

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:

• Learning budget
• Flexible working hours (we are async )
• Home office budget & IT equipment
• 16 weeks paid parental leave
• Unlimited personal time off (minimum 4 weeks)
• Quarterly company-wide day off for self care
• Mental health support services
• Stock options
• Budget for local in-person social events or co-working spaces
• Work from anywhere

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

• 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.
• Please fill out the form below and upload your CV with a PDF format.
• We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.

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.

Need help? Email [email protected]