Senior Customer Success Manager (Americas)

RemotePass; Boston (MA); Remote; USD 95,000 - 140,000; Full time

Job summary

RemotePass is seeking a Senior Customer Success Manager to join our global team and build lasting relationships with US and Americas customers. You will act as a strategic adviser, helping clients maximize value from our platform while driving satisfaction, retention, and growth.

This role is open to candidates worldwide who can work US Eastern Time hours. You will own onboarding, account health, advocacy, and cross-functional collaboration with Sales, Product, and Engineering to deliver an

Qualifications

• 5+ years in Customer Success, Account Management, or related role within EOR/HR-Tech.
• Proven full lifecycle ownership (onboarding through renewal).
• Exceptional interpersonal and communication skills.
• Analytical mindset with data-driven decision making.
• Able to manage multiple accounts in a fast-paced environment.
• Willing to work US Eastern Time (EST) hours regardless of location.
• SaaS/HR/Global Employment experience preferred.

Responsibilities

• Guide new customers through onboarding and quick adoption.
• Build and nurture strategic relationships with key stakeholders.
• Serve as primary contact, addressing inquiries and resolving issues.
• Monitor account health and identify opportunities for growth.
• Collect and analyze customer feedback to influence product development.
• Drive retention and upsell/cross-sell opportunities for RemotePass services.
• Collaborate with Sales, Operations, Product and Engineering to ensure exceptional customer experience.
• Foster business growth and value realization for customers.

Skills

Customer success

Account management

Strong communication

Data-driven

EST hours alignment

SaaS experience

Job description

RemotePass exists because talent is distributed equally, but opportunity is not. Backed by EBRD and trusted by 800+ companies across 150+ countries, RemotePass is the platform that gives businesses the infrastructure to hire anyone, anywhere - and gives workers in emerging markets the financial tools and global access they deserve.

RemotePass is the only platform that combines Employer of Record, contractor management, direct employment, and corporate spend cards in a single product - rated 4.8/5 on G2, trusted by Spotify, Logitech, and Deloitte, and operating across 150+ countries.

We are backed by leading global investors, including Oraseya Capital, Endeavor Catalyst, Khwarizmi Ventures, Flyer One Ventures, Access Bridge Ventures, A15, Swiss Founders Fund, and Plug & Play.

Overview

As we expand into the US and Americas market, we are looking for a passionate Senior Customer Success Manager to join our growing team and help us build lasting relationships with our US and Americas customers. This role is open to candidates anywhere in the world, provided you're able to work US Eastern Time (EST) hours.

As a Senior Customer Success Manager, you will play a critical role in ensuring our customers achieve their goals using RemotePass's platform. You will act as a strategic advisor and advocate for our customers, helping them maximize the value of our services. With your expertise, you will foster strong partnerships and drive customer satisfaction, retention, and growth.

Responsibilities

• Seamless Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of RemotePass.
• Strategic Relationship Management: Build and nurture strong connections with key stakeholders, acting as a trusted partner to help them achieve their goals.
• Customer Advocacy: Serve as the primary contact for customers, addressing inquiries and ensuring swift resolution of issues.
• Proactive Account Management: Monitor account health and engage customers to identify and implement opportunities for enhancement and growth.
• Insight-Driven Feedback: Collect and analyze customer feedback to provide actionable insights that shape product development.
• Retention and Growth Leadership: Drive customer loyalty and uncover opportunities for upselling or cross-selling RemotePass services.
• Cross-department Collaboration: Collaborate with Sales, Operations, Product, and Engineering teams to deliver an exceptional customer experience while supporting growth and retention objectives.
• Value Optimization: Foster business growth and profitability by ensuring customers realize the full value of RemotePass's services.

• 5+ years of experience in a Customer Success, Account Management, or related role — ideally within EOR, HR-Tech, Payroll, or Global Employment platforms.
• Proven experience owning the full client lifecycle (onboarding through renewal and expansion), not just a single stage of the customer journey.
• Exceptional interpersonal and communication skills.
• Proven ability to build strong customer relationships and drive customer satisfaction.
• Analytical mindset with the ability to gather insights from data to make informed decisions.
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• Comfortable working US Eastern Time (EST) hours, regardless of your physical location.
• Experience in SaaS or HR/Payroll/Global Employment solutions is strongly preferred.

• Be part of a fast-growing global company revolutionizing remote work management.
• Work in a collaborative and inclusive environment that values innovation and creativity.
• Opportunities for professional growth and development.
• Competitive, uncapped variable compensation tied directly to the accounts you grow.