Senior Customer Success Manager

About Remote
Remote is solving modern organizations' biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go) and all of our positions are fully remote.

We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.
 
If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of workHow we work

We love working async and this means you get to set your own schedule. We empower ownership and proactivity and when in doubt default to action instead of waiting.

The position

This is an exciting time to join Remote and make a personal difference in the global employment space as a Senior MM/Ent. Customer Success Manager, as part of our Customer Experience team. As a senior member of the team, you will be Accelerate and drive revenue acquisition and expansion through value based consultations and demonstrations that clearly articulate how prospective and current clients will achieve their goals with Remote

• Be the trusted business partner for complex and / or enterprise-type opportunities to help address customer business goals and requirements
• Be a trusted, deep subject matter expert on Remote's offerings and the industry and trends of the globally distributed workforce. Identify opportunities for, and regularly create thought leadership collateral
• Identify and drive strategic initiatives to further develop and enhance the Customer Success capabilities, resources and impact on revenue, in particular focused on value-based, consultative sales
• Build and deepen cross-functional relationships across Remote, particularly with Product, Sales, Marketing and Solutions Consultant teams to improve alignment and impact
• Share learning and drive development and enablement opportunities within the Customer Success team
• Take an active role in coaching and mentoring for junior members of the Customer Success team

Requirements

• Proven track record as a Senior/Enterprise CSM.
• 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.
• Fluent written and spoken English, and well structured communication skills in speaking, presenting & writing.
• Experience working in a global organization and start-up environment is preferred, but not required.
• It's not required to have experience working remotely, but considered a plus.

Practicals

• You'll report to: Manager of CS
• Team: Customer Success
• Location: APAC
• Start date: As soon as possible

Application process

1. (async) Profile review
2. (async) Take home test
3. Interview with recruiter
4. Interview with manager & peer
5. Interview with Director of CS
6. Bar Raiser Interview
7. Prior employment verification check 
8. (async) Offer

Please note the posted range reflects the base salary only. This position follows an 80/20 pay mix, where your base salary is supplemented by a 20% performance-based variable (OTE).

Benefits

Our full benefits & perks are explained in our handbook at  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

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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