Scale Customer Success Manager EMEA

R; United States; On-site; USD 29,000 - 66,000; Full time

Job summary

An innovative firm is seeking a Customer Success Manager to enhance customer journeys and foster long-term partnerships. This role focuses on client retention and growth, ensuring seamless onboarding and managing the entire customer experience. The ideal candidate will possess expertise in HR and payroll solutions, with a passion for customer success. Embrace the opportunity to work from anywhere while contributing to a forward-thinking company that values diversity and supports your well-being. Join a team that prioritizes human creativity and innovation in a fully remote environment.

Benefits

Work from anywhere

Flexible paid time off

Flexible hours

16 weeks parental leave

Mental health support

Stock options

Learning budget

Home office budget & IT equipment

Support for local social events

Qualifications

• Experience managing the customer journey and relationships.
• Ability to identify upselling and cross-selling opportunities.
• Expertise in HR and payroll solutions.

Responsibilities

• Ensure seamless onboarding and build strong customer relationships.
• Monitor complaints and resolve concerns effectively.
• Educate and train customers on key processes.

Skills

Customer Relationship Management

Upselling and Cross-selling

Campaign Management

Complaint Resolution

Customer Education and Training

Job description

About Remote

Remote is solving the biggest challenge for global remote organizations: employing anyone anywhere compliantly. We enable businesses of all sizes to employ a global team by managing global payroll, benefits, taxes, and compliance. Learn more at remote.com/how-it-works or scroll down to apply now.

We encourage applicants from all ethnic groups, genders, sexualities, ages, abilities, and under-represented communities, prioritizing a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) that meet regularly with the People team. During interviews and beyond, we support requests for accommodations.

At Remote, we embrace AI as a valuable tool but prioritize human creativity and authenticity. We look forward to candidates who balance innovation with genuine expertise. Learn more about our AI guidelines here.

All our positions are fully remote. No relocation needed!

The Position

As a Customer Success Manager, you will be a trusted advisor for our customers, ensuring seamless onboarding, building strong relationships, and fostering long-term partnerships. Your focus will be on customer retention and growth, acting as the product expert on our solutions.

What This Job Offers

• Responsibility for the entire customer journey, from onboarding to long-term management.
• Ownership of client retention and expansion, including upselling and cross-selling opportunities.
• Managing campaigns, product promotion, and introducing new features.
• Ensuring quality and success outcomes in delivery.
• Monitoring complaints and resolving concerns.
• Gathering and sharing customer feedback across teams.
• Educating and training customers on key processes.
• Becoming a global HR expert, especially in Employer of Record, Global Payroll, and Contractor management.

What You Bring

• Experience managing the customer journey and relationships.
• Ability to identify upselling and cross-selling opportunities.
• Experience in managing campaigns and product promotion.
• Focus on quality and customer success.
• Skills in handling complaints and feedback.
• Ability to educate and train customers effectively.
• Expertise in Remote’s products, especially in HR and payroll solutions.

Preferred Skills

• Knowledge of global organizations and startups.
• Ability to thrive in a fast-paced environment.
• Understanding of remote work dynamics.

Practical Details

• Reporting to: Manager of Customer Success
• Team: Customer Success
• Location: EMEA
• Start date: As soon as possible

Remote Compensation Philosophy

Our Total Rewards philosophy ensures fair, unbiased compensation and benefits worldwide. We pay above local rates to avoid exploitative practices, supporting global talent and local wealth creation. Our salary ranges consider geographic pay differentials using geo ranges. The OTE salary range for this role is $29,100 to $65,550 USD, with actual pay depending on various factors such as location, skills, experience, and market conditions.

Application Process

Estimated duration: 5 hours over 6 weeks

1. Profile review (async)
2. Written test (async)
3. Interview with recruiter
4. Interview with manager & peer
5. Interview with Director of CS
6. Offer (async)
7. Employment verification

Note: Due to high volume, responses may take longer. Thank you for your patience!

#LI-DNI

Benefits

Our benefits include:

• Work from anywhere
• Flexible paid time off
• Flexible hours (async work)
• 16 weeks parental leave
• Mental health support
• Stock options
• Learning budget
• Home office budget & IT equipment
• Support for local social events or co-working spaces

Work-Life Balance

We promote async work, allowing you to plan your schedule around your life. You’re encouraged to prioritize your well-being and family. Learn more at remote.com/async.

If this sounds appealing, apply now!

How to Apply

• Complete the application form and upload your CV in PDF format.
• Please submit your application and CV in English.
• If you lack an updated CV, you can include your LinkedIn profile.

We value diversity and inclusion. You may voluntarily share your pronouns and demographic info during the application process to help us stay accountable. This data is optional and confidential.

We embrace AI but prioritize human authenticity. We look forward to meeting candidates who blend innovation with expertise. Learn more about our AI guidelines here.

Applications are accepted on an ongoing basis.