Sr. Customer Success Manager, MM/ENT - AMER

Remote; Amer; Remote; EUR 80,000 - 134,000; Full time

Job summary

Remote is seeking a Senior Mid-Market/Enterprise Customer Success Manager in the AMER region. The role focuses on value-based consultations, tailored product demonstrations, and acting as a trusted partner for complex enterprise opportunities.

You will mentor teammates, collaborate with Product, Sales, Marketing, and Solutions teams, and lead development initiatives to enhance team capabilities. Ideal candidates have extensive CSM experience, strategic communication skills, and a track record of

Qualifications

• Extensive experience as a Senior CSM.
• Autonomous risk anticipation and portfolio management.
• Solution-oriented account ownership with end-to-end responsibility.
• Strategic communication and peer mentorship across teams.
• Root-cause analysis to drive repeatable account plans.
• Boundary setting and values-based leadership in tough conversations.
• Experience driving AI adoption and cross-product expansion.
• Focus on retention, expansion, and execution quality.
• Fluent written and spoken English with strong communication skills.

Responsibilities

• Own Senior CSM responsibilities for mid-market and enterprise accounts.
• Anticipate portfolio risks and adjust strategic plans proactively.
• Drive retention and expansion with end-to-end ownership.
• Mentor peers and align stakeholders across CSM, product, sales, and marketing.
• Diagnose friction early and drive cross-functional execution.
• Lead value-based consultations and tailored product demos.
• Develop AI/automation workflows to increase team efficiency.
• Raise standards for documentation and execution within the team.

Skills

Senior CSM

Account ownership

Strategic communication

Risk management

Mentorship

Cross-functional collaboration

Job description

This is an exciting time to join Remote and make a personal difference in the global employment space as a Senior Mid-Market/Enterprise Customer Success Manager within our Customer Experience team. In this high-impact role, you will accelerate revenue acquisition and expansion by delivering value-based consultations and tailored product demonstrations that show exactly how prospective and current clients can achieve their goals. Serving as a trusted business partner for complex, enterprise-level opportunities, you will leverage your deep subject matter expertise on Remote's offerings and global workforce trends to consistently create thought leadership collateral. You will identify and spearhead strategic initiatives to enhance the team's capabilities, particularly focused on consultative sales, while building strong cross-functional relationships with Product, Sales, Marketing, and Solutions Consultant teams to maximize organizational alignment. Finally, you will raise the bar for the wider Customer Success organization by leading development and enablement opportunities, sharing key learnings, and taking an active role in coaching and mentoring junior team members.

Role Expectations

• Extensive experience as a Senior CSM.
• Autonomous Risk Anticipation: Anticipates portfolio risks early and adjusts strategic plans without manager intervention, keeping stakeholders aligned through change while maintaining high performance across complex books of business.
• Solution-Oriented Account Ownership: Drives retention and expansion outcomes with minimal oversight, owning end-to-end mitigation and account plans rather than just tasks, and proactively escalating complex issues with proposed solutions already in hand.
• Strategic Communication & Peer Mentorship: Communicates with strategic depth to align cross-functional DRIs early, while actively mentoring peers on customer communication, stakeholder management, and disciplined follow-up.
• Root-Cause Diagnosis & Rework Reduction: Diagnoses underlying portfolio friction early to build repeatable account plans, driving cross-functional execution for complex scenarios and significantly reducing rework through disciplined attention to detail.
• Proactive Boundary Setting & Values Leadership: Balances empathy with firmness to navigate tough customer conversations proactively, while coaching peers and modeling values-based behavior both internally and externally.
• Scalable AI Adoption & Product Expansion: Builds and shares repeatable AI and automation workflows that measurably increase team efficiency, while proactively driving multi-product adoption through structured planning.
• High-Impact Retention & Execution Quality: Reliably delivers superior retention and expansion outcomes, raising the bar for the wider team's documentation and execution quality through visible team initiatives.
• Fluent written and spoken English, and well structured communication skills in speaking & writing.

Practicals

• You'll report to: Manager, Customer Success
• Team: [Customer Success] - [Core Customer Success]
• Location: AMER
• Start date: As soon as possible