Customer Success Manager

hace 5 meses

Ciudad de México Remote A tiempo completo

**About Remote**:
**All of our positions are fully remote. You do not have to relocate to join us**

This is an exciting time to join Remote and make a personal difference in the global employment space as a Customer Success Manager, joining our Customer Experience team.

The Customer Success Manager acts as the customer's trusted advisor and advocate. The key to success in this role is to build and grow an ongoing healthy relationship with each customer and to preserve our current business and grow our customers into life-long partners.

**Requirements**:

- Several years experience in Customer Success ideally within a product and tech-focused environment.
- Track record of growing and developing customers.
- Excellent attention to detail.
- A real passion for problem-solving and executing strategies across a wide variety of technical scenarios and customer verticals.
- Successful experience writing, speaking, and presenting to customers and stakeholders.
- Writes and speaks fluent English, well structured communication skills (spoken and written). Experience working in a global organization and start-up environment is preferred, but not required.

**Key responsibilities**:

- Take responsibility for the customer journey, starting with customer onboarding.
- Upsell campaigns and product promotion, as well as introducing new features to our clients. Account Management and long term Customer relationship management.
- Monitor customer complaints shared either directly by clients, sales, or internally by another team and reach out to provide assistance and help solve any concerns or problems. Educating and training customers on key information and processes to set them up for success.
- Gather customer feedback regularly and share with our Product, Sales, Global Operations, Finance, Legal, and Growth teams. while being the trusted partner for the customer on use-case and product functionality.
- Ensure delivery model is focused on quality and customer success outcomes. Monitoring account/ customer health, to prevent Churn, and managing escalations.
- Work closely with the Sales team and help ensure the right expectations are set to customers.

**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**: Manager of Customer Success
- **Team**: Customer Success
- **Location**: EMEA
- **Start date**: As soon as possible

**Application process**:

- (async) Profile review
- Interview with recruiter
- (async) Small challenge
- (async) Challenge Review
- Interview with team members (no managers present)
- (async) Offer

**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

**Benefits**:

- unlimited personal time off (minimum 4 weeks)
- flexible working hours (we are async)
- 16 weeks paid parental leave
- mental health support services
- stock options
- learning budget
- home office budget & IT equipment

**How you'll plan your day (and life)**:
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.

**How to apply**:

- Please fill out the form below and upload your CV with a PDF format.
- 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.

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